How to Transfer a Support Case to Another Agent or Department

🎯 Purpose:

To ensure smooth handover of a support ticket when a case needs to be handled by another agent, department, or specialist team (e.g., Tech, Payout, Operations, or Founders).

🪜 Step-by-Step Process

🧾 Step 1: Identify the Correct Owner

Decide who the case should go to:

Scenario	Route to
App Bug or Login Issue	Tech Team
Payment not received	Payout/CX
Vendor-related complaint	Operations
Founder review needed	CX Manager or ibrahim.surya@cashkr.com

✍️ Step 2: Add Clear Notes in the Ticket

Before transferring, add a comment in the ticket (CX Genie):

“Transferred to [Team/Person] due to [reason]. Summary: [1-line explanation].”

✅ Keep notes short and professional. Mention all key details:

Order ID
Issue summary
What has been tried already

🔄 Step 3: Change Ticket Assignee

In CX Genie:

Open the ticket
Click Assignee dropdown
Select the new Agent / Department / Email

✅ Status will stay as Open or In Progress — no need to mark resolved.

📩 Step 4: Notify the New Owner (If Urgent)

If the issue is time-sensitive or critical, also:

Tag them in internal ticket comment (e.g., @payout-team)
Or, send them an email with ticket link

🗃️ Step 5: Confirm Handoff is Complete

Message to customer (if required):

“Your case has been transferred to our [Payments/Tech/Support] team. They’ll assist you shortly.”

✅ Best Practices

✅ Do	❌ Don’t
Always write reason for transfer	Don’t leave ticket with no context
Use internal tagging (e.g., @CX Manager)	Don’t notify blindly without checking workload
Only transfer once	Don’t bounce tickets between teams repeatedly