Hand-offs and escalation

Reassign to a teammate

Choose a person and add a hand-off note. The ticket moves to them with its full history; the timeline records the change.

Tell the customer, warmly

When a ticket needs a person, the AI drafts a first-person message about what has happened for them: never a name, team or department, never a timeframe. You review and send it like any reply.

Escalate to your help desk

Choose Escalate and give a short reason. The ticket arrives in your help desk with an AI-written summary (the issue, what has been tried, where it stands), the attachments listed with a link to open them, your note, the original message and a link back to the full history.

You’ll see: The help desk's reference appears on the ticket. Security, legal and data-protection tickets can go straight through; other tickets need some engagement first, so "send it on" can't become a habit.

Let Full AI escalate for you

In a Full AI category, tickets escalate automatically when the attempts run out or the customer asks for a person. Every hand-off is on the timeline with its reason.

Close when someone else will follow up

When a colleague says they will contact the customer directly, the AI proposes closing the ticket with the same warmth and the door left open: a reply reopens it, and no rating is asked for.