In order to allow the agents to transfer or reassign tickets to other skills / agents, the Forward Entire Ticket permission  needs to be enabled.


To enable the Forward Enter Ticket permission:

Note:  You need to have Administrator permissions in order to change permission settings.

  1. Enter the Admin Console and go to User Set Up > Permissions
    The Permission Groups page is displayed
  2. Click the name of the permission group to which the agents, who need the ability to transfer or reassign tickets, belong
    A list of permission sets is displayed
  3. Expand the Ticketing and Messages set.
  4. Select the checkbox near the Forward Entire Ticket permission.

    forward entire ticket

  5.  Click Update to save the changes.

In order for this change to be implemented, the agents need to log off and then log on to the Agent Console.