Operational Update: Transferring Tickets to Support

Over the past couple weeks I've noticed an increase in incorrectly transferred tickets, namely when tickets are being transferred from another department through to the Support Department. 

We have touched on this before around the importance of selecting the correct group and priority. I noticed the relevant knowledge articles did not outline all of this in the detail we need. 

I have now updated the following articles;

CS - Ticket Reallocations (For CS)
Transferring Tickets to Support (For all other departments)

The articles now include;

• The priority selection matrix 
• A loom on how to complete a transfer to CS
  • The importance of priority and group selection

How to transfer to CS

If you have any question please reach out to your TL.

📧 This was also communicated via email on 17th October 2025, titled "Transferring Tickets to Support" sent by Riley L (Customer Experience Operations Leader).