Reassign a request

If the current operator cannot process a request, for example due to a high workload, you can reassign the request to another employee using one of the following methods:

1. On the Manual Distribution page, select an operator group or support line, and use the Operators field to filter employees by workload. Drag the request onto the section with the name of an operator who has more availability.
2. In the side panel of the request page, click the pencil icon in the Responsible field. In the window that opens, select the person responsible for resolving the request. Click the Assign button.
   
3. On the request page, click the Edit button, specify the desired employee in the Responsible field, and save the changes.

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