Re-allocating a ticket

In the event that you need to reallocate a ticket, there are a few simple steps you need to follow. 

It is important to make sure that you only reallocate tickets when you are confident that you know where the ticket belongs. In the event that you don't know where the query lives, you can reallocate it to the Front Door Team using the steps below. 

For queries deemed complex and critical, you can also use the steps below to reallocate the ticket to the Relationship Manager team for case management. To establish if your query meets the criteria, please refer to the Knowledge Base article on Relationship Managers.  

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Before clicking update, it is best practice when reallocating a ticket in the Front Door Portal to leave a note detailing the nature of the reallocation.

Once you click update, the ticket will be reallocated, and you will no longer be able to see it in your ticket queue.