How do I change the case owner?

This article will guide you through assigning cases to colleagues to help manage and streamline your workload.

❗ You must be a Company admin or the Case owner to change the owner of a case in your company. If you're not sure what permission level you have, you can see permission levels in the Team overview page

💁 Company admins can assign any case from Your overview or Company overview

💁 Case owners can assign any of their cases from Your overview

  • To navigate to Your overview or Company overview please click the menu in the top right-hand corner 
    20220106 Your and Company Overview with arrows
  • You will see cases displayed in the Case overview dashboard. Click the three dots at the end of the relevant case row to see Actions and from here choose Change case owner

20222801 case overview three dots end of team member

20222801 change case owner

  • Select the name of the person you want to re-assign the case to, click Reassign case and this will happen immediately
Change Case Owner 2nd Screen
  • The new case owner will receive a handy email notification titled Case Assigned with a link to let them view and access the case straight away, preventing any delays for your client

💡 Changing the case owner can be handy if colleagues are unwell or away on annual or extended leave. The case will be handed over instantly with up to date information can easily be picked up by the new case owner

👷 Our team are regularly making improvements and adding new features. Some things may have changed since this guide was written as functionality gets even more fabulous. If you need further assistance, please contact the Customer Success team who are always happy to help. 

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