Transferring a case from the case form

You can transfer a case to an agent in the same service group, to another service group, or to a specific agent in another service group. You must specify a transfer reason before the case is transferred.

  1. Access the case.
  2. In the Case Details tab, to transfer the case to an agent in the same service group, specify Assigned To. To transfer the case to another service group, specify Service Group. To transfer a case to a specific agent in another service group, specify Service Group then specify Assigned To.
  3. Scroll to the bottom of the case form and specify this information:
    Transfer Reason
    Specify a reason for the transfer.
    Show To Employee
    To make the reason available to the employee, specify Yes.
  4. Click Save.