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. Select Queue.
    If you're a manager, you can access cases in Cases > All.
  2. On the Assigned To Me, All, or Unassigned tab, select and open a case.
  3. On the Case Details tab, specify this information:
    • 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.
  4. 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.
  5. Click Save.