Page 20 - Email Support Playbook

When to Change Ownership

There are four situations in which you would need to transfer or change ownership of a case.
Regardless of the reason for transferring or changing ownership you must always update the
feed of the case to reflect why this change of queue or ownership occurred.

1- Case Is For Another Queue

Occasionally a case will come through the general support queue
(support@hunterdouglas.com) that is intended for shutters, HDIS, samples, etc.
If you encounter this, please feel free to change ownership of the case to the intended queue
of specialized CSRs that will best assist with the dealer‟s request.
When transferring to another queue, post in the feed of the case explaining why the queue
was changed.
When you share your post it will then be part of the case feed. This way the next person to
receive the case will know why it was changed to their queue and what the dealer needs.

Changing Queues