When reassigning a ticket, users may be prompted to keep, change, or clear the ticket’s communication team depending on whether the current owner team, the current communication team, and the destination team have phone numbers configured. A Clear Communication Team option is now available in applicable scenarios.

1. When reassigning to a team without a phone number (subteam), the system assigns a default communication team (the one selected when creating the new team).

2. You can change the communication team by clicking on “Change Communication Team”. The ticket will remain with the subteam but communication will be sent from a different phone number.

3. If ticket is assigned to a subteam, with a Communication Team assigned and you will reassign to a team with OR without a phone number;

OR

 if the ticket is assigned to a team, using another team as Communication Team and you will reassign ticket to a subteam (without number).

• In these 2 scenarios, the reassignment flow presents two options:
  • Keep existing Communication Team & Re-assign Ticket
  • Change Communication Team & Re-assign Ticket

4.  If ticket is assigned to a Team with a number but a different Communication Team is assigned and you will reassign to a team with a phone number

• In this scenario, the reassignment flow presents two options:
  • Keep existing Communication Team & Re-assign Ticket
  • Clear Current Communication Team & Re-assign Ticket

 

 

5.  You are reassigning a subteam ticket that has an existing Communication Team to a Team with a phone number. If you keep the existing Communication Team, you also have the option to Clear the Communication Team, in which case the system will use the Team’s phone number instead.

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