Requesting Case Reassignments

Have you received a case that is not your location? Request a reassignment for an approver to review and act. Approver users can also reassign a case to your unit (or approve a reassignment request from another unit). When this happens, you’ll receive a “New Reassignment” notification. 

Case reassignments are processed immediately, but it may take up to 4 hours before the survey reprocesses so that all related reports and metrics are also updated. During this time, you will not see the open-ends, additional information, or survey questions. However, customer contact details and the case timeline will be available immediately to allow you to get started.

Request a Reassignment

Select the forward arrow in the Case Actions section, and then select “Reassignment.” Select a user group to approve your reassignment request—the groups listed in the “Reassign To” dropdown will only consist of groups with the ability to approve reassignment. Fill in the Intended Assignee field to indicate which location (address, city, etc.) or person you think should be able to action this case. Add details to explain why this case belongs with the intended assignee you indicated, and then select “Send” to create your pending reassignment and notify the approver.

The case will stay on your list until your reassignment is approved. While the case is pending, you cannot request another reassignment. If your reassignment request is rejected, you will get a notification.