From an open ticket, click Reassign Ticket in the Next Steps panel. The Assign Ticket to Agent pop-up window is displayed.
Select an agent/user name from the Agent drop-down list.
Select a reason fro the reassignment from the Reason Code drop-down list.
Type notes related to the ticket in the Enter Note box. Notes are helpful to other users after a ticket is reassigned to provide further explanation for the reassignment reason code.
Select the Share with Customer check box to make the note available to the customer. Selecting the Share with Customer check box makes the note public and will be visible to customers using your Self Service site.
Click OK. The ticket ownership is reassigned to the selected agent/user, and the reassignment is recorded as an activity in the Ticket Activity panel.
