Reassign a Ticket to Another Eligible Agent

This article explains scope checks, reassignment reason, assignment-history entry, and notifications to old/new assignees.

Where this fits in QC Support Ticket

The Agent Queue is a frontend support workspace, not a shortcut around permissions. Every ticket action is checked against the Agent’s active QCST record and Department scope on the server, including assignment, replies, status/priority changes, attachments, bulk actions, and advanced ticket operations.

Primary location: QC Support Ticket frontend Agent Queue.

Before you begin

  • Use a normal Frontend Agent account for verification. Testing only as Joomla Super User can hide Department-scope or menu-access problems.

How to do it

  1. Open the assigned ticket.
  2. Choose a different active Agent who is eligible for the ticket's Department.
  3. Enter a clear reassignment reason so later reviewers understand the handoff.
  4. Save.
  5. Confirm the assignment history records the change and that any configured old/new assignee notifications are delivered appropriately.

What reassigning changes

Reassignment changes which eligible Frontend Agent is responsible for the ticket inside the same authorization model. It does not grant the new Agent access to a Department they are not allowed to work, and it does not remove the ticket from other Agents who are still permitted to see shared Department work.

Before selecting the new Agent

  • Confirm the target Agent is active.
  • Confirm the target Agent is scoped to the ticket’s Department.
  • Review whether your notification settings should inform the old Agent, new Agent, or both about reassignment.

Verify the result

  • The test Agent can open the Agent Queue and see allowed-Department tickets.
  • The same Agent is denied or does not receive tickets outside the configured Department scope.

Community Discussion

For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.