How to Transfer a Ticket

Audience: Counter staff Prerequisites: An active ticket must be in Calling or Serving status

Steps

1. On the Counter Panel, with an active ticket displayed, click Transfer (press T).
2. A modal opens. Select the Target Office from the dropdown.
3. Optionally add Transfer Notes (max 500 characters) for the receiving office.
4. Optionally set a Priority Boost (0–99 points) to elevate the ticket in the target queue.
5. Click Confirm Transfer.
6. The ticket disappears from your queue and appears in the target office's waiting queue.
7. The visitor receives an email notification (if opted in) informing them of the transfer and the new office.

Expected Result

The ticket appears in the waiting queue of the target office. The visitor's status page updates to show the new office.

Notes

• Priority Boost is useful when a ticket has been waiting a long time and needs to be expedited at the receiving office.
• Transfer notes are visible to the counter staff who calls the ticket at the target office.
• Once transferred, the ticket cannot be recalled from the original office.