Transferring cases

You can transfer cases to service groups or to agents in two ways:

from the queue
from the case form

When a case is transferred, one of these rules applies:

When the case is transferred to a service group to which the transferring agent is a member, the case is automatically assigned to that agent.
When the case is transferred to a service group to which the transferring agent is not a member, the agent has two options:
- assign another agent to the case
- leave the case unassigned
If the case is unassigned, then it appears in the queues of all agents in the new service group as unassigned.

If you change the population or the topic in the case form, then the service group to which the case is assigned can change. This is determined by case routing configuration.

The transferring agent is required to provide a reason. If the case is shown to the employee, then the agent can determine if the transfer reason note is shown to the employee. If the Inform Employee of Reassignment notification is configured, then the agent can specify that the transfer email is sent to the employee.