> ## Documentation Index
> Fetch the complete documentation index at: https://hc.saas-manager.biz.nuro.jp/llms.txt
> Use this file to discover all available pages before exploring further.

# Handling escalations and reassignment

> How to handle escalated tickets, reassign sessions, and return sessions to the AI agent.

When the AI cannot resolve an inquiry, the session is escalated to a Operator or Admin. This page explains how to handle escalated tickets and how to change assignees.

<img src="https://mintcdn.com/admina-sbn/P0Z2ZjMpBdMu1zTW/images/ai-helpdesk/operations/escalation/list.png?fit=max&auto=format&n=P0Z2ZjMpBdMu1zTW&q=85&s=a37ab3e7ef3980f8ea3aa75f75578b9d" alt="Ticket management — escalation list" width="2880" height="1800" data-path="images/ai-helpdesk/operations/escalation/list.png" />

## Receiving escalation notifications

When a session is escalated to you, you are notified in the following ways:

* The session appears in the **To Do** list on the dashboard with an "Escalated" label
* A **web notification** is sent, or a DM on your connected chat tool. This applies to Slack, Microsoft Teams, LINE WORKS, and Google Chat, based on your notification settings

<Info>
  Sessions in the unassigned queue can be found and claimed from the **Team view**.
</Info>

## Handling an escalated ticket

<Steps>
  <Step title="Open the ticket">
    Click **Respond now** in the To Do list on the dashboard, or open the ticket from **Tickets > My Work**.
  </Step>

  <Step title="Review the conversation history">
    In the ticket detail panel, read through the conversation history between the AI and the requester to understand the context of the escalation.
  </Step>

  <Step title="Reply in the channel">
    Reply directly in the original thread, or send a message from the web admin panel.

    For Slack-based sessions, use the **Open in Slack** button in the detail panel to open the original thread.
  </Step>

  <Step title="Close the session">
    When the issue is resolved, use the "Close Ticket" action to end the session. Confirm in the dialog that appears.
  </Step>
</Steps>

## Claiming an unassigned ticket

<Steps>
  <Step title="Open the Team view">
    Go to **Tickets > Team** view. Sessions without an assignee are listed here.
  </Step>

  <Step title="Claim a ticket">
    In the "..." menu for the ticket row, select **Claim**. The session is assigned to you.
  </Step>
</Steps>

## Changing the assignee

### Returning to the unassigned queue

To make a ticket available for anyone to claim, use the "Escalate" action to move it back to the unassigned queue.

1. Select **Escalate** from the "..." menu in the ticket detail panel or row
2. Confirm in the dialog. The session moves to the unassigned queue

### Assigning directly to a specific operator

Use the **Assign to** submenu in the ticket detail panel to assign the session directly to any available operator or admin.

1. Select **Assign to** from the "..." menu in the ticket detail panel
2. Choose the operator or admin from the list of assignable agents
3. Confirm in the dialog. Click **Assign to** to complete the action

<Note>
  You can do the same from the channel: the requester can use `!escalate @username`, or an operator can use `!assign @username`.
</Note>

### Returning to the AI agent

After handling a session, you can return it to the AI agent by using the **Assign to AI** action.

1. Select **Assign to AI** from the "..." menu in the ticket detail panel
2. Confirm in the dialog

The session returns to the AI agent, and the bot posts a confirmation message in the thread. The AI resumes handling on your next message.

You can also use the `!assign ai` channel command for the same effect.

## Sessions and assignee state

Every session has two independent attributes: state and assignee.

| Assignee          | Meaning                                                                    |
| ----------------- | -------------------------------------------------------------------------- |
| AI                | AI is the primary responder. This is the default when a session is created |
| Specific operator | A named operator is responsible                                            |
| Unassigned        | No one is assigned yet; any operator can claim it                          |

Changing the assignee does not change the session state (Open / In Progress / Resolved).

<Warning>
  If you close a session while the assignee is an operator or unassigned, it is recorded as non-billable. Closing while AI is the assignee records a paid ticket. This distinction affects billing.
</Warning>