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Whether or not you’ve already escalated a ticket, this feature comes in handy whenever a ticket ends up with the wrong person. Here’s how it works:

Do you ever receive a ticket that should actually be handled by someone else? In the past, you’d have to resolve this by calling, texting, or emailing, while the ticket remained open in the meantime.

Now you can handle it directly in Ed Controls. As an Assignee, you can forward a ticket to another Assignee, such as a colleague or subcontractor, without creating a new ticket or sending separate messages.

Here’s what this achieves:

• Subcontractors can forward tickets to their own employees
• Status, comments, and progress all stay in one place
• The referral is automatically recorded in the timeline

Here’s how it works in practice: the general contractor adds a Responsible Party, who assigns the ticket to the right person, and that person carries out the task. Everything stays within the same ticket.

Next time you receive a ticket that isn’t meant for you, forward it right away.