Ticket Transfer Requests & Supervisory Approvals in Seen

Seen's Transfer Requests module provides structured supervisory governance over ticket handoffs between agents and departments (such as Sales, Technical Support, and Billing), ensuring accountability and preventing uncoordinated ticket bouncing.

How to get there: From the main sidebar navigation, select Transfer Requests.

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1. How Agents Request a Ticket Transfer

When an agent needs to hand off a conversation to a specialist or another department:

1. Inside the active conversation in the Omnichannel Inbox, the agent selects Request Transfer from the ticket actions menu.
2. The agent chooses the target agent or team and writes a clear Transfer Reason Note summarizing the customer's issue.
3. Once submitted, the ticket displays a Transfer Pending notice and supervisors receive an instant notification.

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2. Supervisory Review Tabs

The Transfer Requests screen organizes all handoff activity into three dedicated tabs:

Tab	Operational Meaning	Available Actions
Pending	Incoming transfer requests awaiting supervisor decision.	Review context, Approve & assign, or Reject.
Approved	Handoffs approved by a supervisor and reassigned to the new owner.	Audit approval timestamps and jump to the ticket.
Rejected	Requests declined by a supervisor where the ticket remained with the original agent.	Review rejection reason and supervisory notes.

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3. Approving or Rejecting a Transfer Request

When a supervisor opens a request in the Pending tab:

1. They can inspect the ticket number, customer details, requesting agent, requested target agent, and the transfer note.
2. Approve Transfer:
   • The supervisor can confirm the suggested recipient or choose an alternative available agent based on current team workload.
   • The ticket is immediately reassigned and the new owner is notified.
3. Reject Transfer:
   • If the original agent should continue handling the inquiry, the supervisor clicks Reject and provides guidance, keeping ownership intact without interrupting customer service.