You can reassign a case from one person or department to another using the Workflow feature.
Using the Workflow feature to move a case around helps keep all departments involved and helps create accountability.
Each time you use the Workflow feature, it timestamps who reassigned it and who it was previously assigned to.
To reassign a case to other members of the team:
- On the toolbar of the Editing Case screen, click Workflow.
- Select the user to assign the case to from the ASSIGN TO dropdown.
- Enter a comment regarding the assignment change into the COMMENTS section.
To create a Saved Response from it, click New.
To use a Saved Response, select an option from the Saved Response drop-down and click Insert.
- Click Submit.
The case will be reassigned to the selected user. They'll receive an email (if they enabled email notifications) with the comment you entered and a link to the case. The reassignment and comment you entered will also appear in the PREVIOUS ASSIGNMENTS list and the PREVIOUS NOTES list.
NOTE: Once the case is assigned to another person/department, that case will disappear from your My Cases section of the Cases screen.
To learn more about using the Workflow feature, watch this video: