Requeuing Tickets

Ensure New Team Is Notified – Here’s How

In addition to the improved customer notification emails, the ticket ID link is no longer included in the email header. We have also retired the owner-changed email. Now, you will receive a requeued email that includes the ticket ID link in the body of the message. This change streamlines the requeuing process, improving our service level and response time.

When you’re reassigning a ticket to a new team, follow these steps to ensure the new team receives notification.

Team receiving the original ticket:

• Click

• Change the Owner to the correct team.

• Remove the analyst’s name from Assigned To

• Click Requeue to save the ticket and reassign it to the new team.

Team receiving the requeued ticket:

You’ll receive an email that the ticket is reassigned to your queue. The email includes a link to the ticket.