{"id":596,"date":"2016-01-01T07:00:42","date_gmt":"2016-01-01T07:00:42","guid":{"rendered":"http:\/\/www.k12insight.com\/kc\/?post_type=article&#038;p=596"},"modified":"2024-07-26T09:54:06","modified_gmt":"2024-07-26T09:54:06","slug":"how-to-assign-a-ticket-to-a-team","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-assign-a-ticket-to-a-team\/","title":{"rendered":"How to Assign a Ticket to a Team"},"content":{"rendered":"<p>If your team receives a Ticket that should really be answered by a different team, you can reassign the Ticket to a completely different team by changing the Topic. The owner of that Topic will receive an alert notifying them of the reassignment. The Customer will not receive any notification if a Ticket is assigned to a new team.<\/p>\n<p>To assign a Ticket to a different team, follow the steps below:<\/p>\n<ul>\n<li>Consider providing additional context for your colleague through Internal Comments prior to transferring. <em>Once you've reassigned this Ticket away, you may no longer have access to it.<\/em><\/li>\n<li>Click in the Topic drop-down menu<\/li>\n<li>From the list of Topics that appear or by clicking on \"Show More\", select the appropriate team to receive this Ticket.<\/li>\n<li>From the drop-down, you can see a list of Topics and the owner as well as the number of team members on that Topic.<\/li>\n<li>Your chosen Topic will now appear in the Topic field and that team will be responsible for follow-up.<\/li>\n<\/ul>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"size-full wp-image-5058 aligncenter\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2016\/01\/ezgif.com-gif-maker-1.gif\" alt=\"\" width=\"600\" height=\"407\" \/><\/p>\n<ul>\n<li>If you re-assign a Ticket to a Topic you don't have permission to view, you will no longer have access to this Ticket.<\/li>\n<li>Any users who were added to the Ticket manually will\u00a0stay on as team members even after the Ticket is reassigned to another team.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>If your team receives a Ticket that should really be answered by a different team, you can reassign the Ticket to a completely different team by changing the Topic. The owner of that Topic will receive an alert notifying them of the reassignment. The Customer will not receive any notification if a Ticket is assigned...<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"inline_featured_image":false,"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[409],"class_list":["post-596","post","type-post","status-publish","format-video","hentry","category-how-to-articles","tag-lets-talk","tag-ticket-management","post_format-post-format-video"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/596","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=596"}],"version-history":[{"count":18,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/596\/revisions"}],"predecessor-version":[{"id":10003,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/596\/revisions\/10003"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=596"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=596"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}