Transfer before accepting a new support request

You can redirect incoming support requests to any specific technician or department. The Pending Request tab of the Take Control Technician Console shows a list of sessions that are waiting to be accepted.

  1. Open the Technician Console, and click any request in the Pending Requests list to display its details in the right pane, along with the options to Accept, Transfer or Reject the request.
  2. Select Transfer to forward the request to the technician or department you specify.
  3. Add a Transfer Comment if you would like to explain the context of the request or the transfer reason.
  4. Click OK to complete the transfer.

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