Make Comments Mandatory for Ticket Reassignment

Feature Guide: Mandatory Comments for Ticket Reassignment

This guide provides administrators and agents with a complete overview of the Mandatory Comments for Ticket Reassignment feature.

1. What are Mandatory Reassignment Comments?

The Mandatory Reassignment Comments feature enhances accountability and transparency by requiring agents to provide a reason when manually transferring a ticket to another agent.

This ensures that every ticket handoff includes clear context, creating a complete audit trail and helping the new assignee understand the ticket's history and why it was assigned to them. The feature is intelligently designed to apply only to single, manual reassignments, leaving automated and bulk workflows uninterrupted.

Note: This feature is optional and can be enabled by an administrator.

2. When to Use This Feature

Your team will benefit from this feature if you want to:

• Improve Accountability: Create a clear record of who reassigned a ticket and why.
• Increase Ticket Clarity: Build a comprehensive timeline that explains the ticket's journey between agents and teams.
• Streamline Agent Onboarding: Reduce the time it takes for a new assignee to get up to speed by providing immediate context for the transfer.
• Strengthen Audit Trails: Maintain detailed records for compliance, quality assurance, and performance reviews.

3. For Administrators: How to Enable the Feature

This feature is disabled by default to avoid disrupting your current workflows. An administrator must enable it.

To enable Mandatory Comments:

1. Navigate to the Admin panel.
2. Go to Settings > General Settings.
3. Locate the setting labelled "Enable Mandatory Comment on Ticket Reassignment".
4. Toggle the switch to the ON position.
5. Click Save Changes.

The feature will be active for all users immediately.

4. For Agents: The Reassignment Workflow

Once the feature is enabled, the process for reassigning a single ticket will change slightly.

1. From a ticket view, click the Assignee dropdown field and select a new agent.
2. A "Add Comment for Reassignment" dialog box will immediately appear. The reassignment is paused until a comment is added.
3. In the text area, explain the reason for the reassignment (e.g., "Transferring to Tier 2 for technical expertise," or "Customer has a follow-up question for the original agent").
4. The ticket will be reassigned, and your comment will be instantly and permanently added to the ticket's activity timeline.

To Cancel: To cancel the reassignment, simply click the "Cancel" button or close the dialog box. The assignee will revert to the original agent.

5. Workflows Not Affected by This Feature

To ensure maximum efficiency and minimal disruption, the mandatory comment dialog will not appear in the following situations:

• Automatic Reassignments: If a ticket's assignee changes automatically because its Group or Category was changed, the reassignment happens silently in the background.
• Bulk Actions: When you use the "Bulk Action" feature to reassign multiple tickets at once, you will not be prompted for a comment on each individual ticket. The standard bulk action interface will be used.
• Bulk Field Edits: If the assignee is changed as part of a multi-field bulk update, this feature will not be triggered.