How do I forward a ticket?

Genesys DX

How do I forward a ticket?

If you want the ticket answered by a non-agent, you can forward it by email by clicking the 'Forward button' and fill in the email address.

Once this person answers the question, the answer is added to the 'Publish answers' section in the 'Publish' where it can be uploaded to the online knowledge base (or edited and then uploaded).

+1.888.436.3797

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.