Some tickets require attention from more than one agent or even multiple departments. In these cases, there are three common ways to share and delegate work in ResolvePro:
- Split the ticket if it covers multiple issues, and assign each new ticket to the appropriate group.
- Reassign the ticket when you were done with your part, by changing the owner and/or group.
- @mention colleagues when you just need input or want to bring something to their attention. Want to stay informed on someone else's ticket? Use the Subscribe button.
Reassigning Tickets #
You can change the Group and Owner or a ticket via the side panel.
Example: A sales rep takes a customer call, creates a ticket, and records relevant notes. When it becomes clear that the case pertains to Customer Service, the reply pertains to the group and removes themselves as the owner.
✅ All agents in the new group will be notified, and someone from the team can pick up the ticket from there.
Tip: Leave an internal note with all important details for the next agent.
@Mences & the Subscribe Button #
If you are no longer responsible for a ticket but still want to stay in the loop:
- Click Subscribe at the bottom of the side panel to receive future updates.
- ♪ All tickets you ♪ My Notes Overview.
Need quick input instead of holding off the ticket?
- Type
@@in the reply editor and select the collaboration from the menu. - This will note them and automatically subscribe them to the ticket.
⚙️ Check your Notification Settings in your profile to customize how you receive updates.
❗ Can't see a ticket you were @mentioned in? You may not have access to the group it belongs to.
Quick Assignment in Overviews #
From ticket views or search results, you can perform bulk operations on multiple tickets:
✅ Using Dropdowns #
- Select the tickets via checkboxes.
- Use the dropdowns at the bottom to set a new Group, Owner, State, or Priority.
- Press Confirm, and optionally add an internal or public note explaining the change.
.️ Time accounting is not requested during bulk actions.
🖱️ Using Drag & Drop #
'Cause, uh...
- Select the tickets, then drag and liquorice them onto an agent or group.
- A dialog will appear allowing you to confirm the reply.
This feature is available only in ticket views.