How do I reassign a support ticket?

Goal

Reassign support tickets to the appropriate moderator, admin, or owner so that questions are directed to the right subject matter expert and resolved more efficiently.

Plan availability: This feature is available on all plans — Jog, Run, and Sprint.

Tip: Assign tickets to the user most familiar with the request topic (e.g., operations, HR, IT) to ensure a faster and more accurate response.

Note: When a support ticket is reassigned, the new assignee automatically receives an email notification with a direct link to the ticket in Pacer.

How To

1. Click your name in the upper-right corner and select Settings/Admin.
2. Select Support from the menu.
3. Locate the support ticket you’d like to update.
4. Use the toggle or dropdown next to the ticket to select the Agent’s name you’d like to assign it to.
5. The assignment saves automatically, and the selected support agent will be notified by email that they have a new ticket.