Ask another request handler for help
As a request handler, you are not always able to answer the request on your own. You may sometimes need to ask for help from a colleague.
Steps
Select the person you want help from in the Owner list box from the Request properties sidebar. This means that you are transferring responsibility for the request to that person.
Note
If you do not know who should have responsibility for the request, you can select (Automatically assigned) in the Owner field and select the relevant category in the Category field. If, for example, the request relates to a payment question, you can change the category to "Invoicing". The request will then be automatically assigned to a request handler in the invoicing department in accordance with the applicable assignment rules.
Select the Messages tab.
Click Add comment.
Enter the question you want to ask the other person.
Set Access level for message to Internal, so the message is not visible in the Customer Centre.
Click Save and the new owner will see your internal comment.
Tip
Before transferring responsibility for the request to someone else, it is a good idea to add it to your favorites list, to remind yourself to follow it up. It will no longer be displayed under Own open requests when someone else is defined in the Owner field.