How do I forward a ticket to the right responsible person?

Do you work with colleagues or subcontractors and receive a ticket that should actually be handled by someone else?
You can now forward that ticket directly in Ed Controls.

This keeps everything within a single ticket—no need to send additional messages.

What does forwarding mean?

Forwarding allows you to pass a ticket on to another responsible person.
For example, a colleague or an employee of a subcontractor.

You simply add someone to the ticket so they can take over the work.

How does forwarding work?

1. Open the ticket
2. Go to Responsible
3. Click Forward (arrow below the responsible person)
4. Select the person you want to forward the ticket to
5. Save

The new responsible person is instantly added to the ticket.

What happens next?

• The new responsible person receives a notification
  (just like a standard assigned ticket, via email and in Ed Controls)
• The ticket appears in their overview
• All previous responsible persons, as well as Support and the Final Responsible, can view the ticket, respond, and update the status
• The forwarding action is automatically logged in the timeline

This ensures full transparency for everyone involved.

Working with multiple responsible persons

A ticket can have multiple responsible persons.

• You can see all names under Responsible
• If a ticket has been forwarded multiple times, you’ll see a chain of involved people
• The timeline shows who forwarded the ticket to whom

This way, you always have a clear view of the ticket’s journey.

Forwarding with subcontractors

This feature is especially useful when working with subcontractors.

For example:

• You assign a ticket to a subcontractor
• The subcontractor forwards it to an employee
• The employee completes the work and marks it as done

Everything happens within the same ticket.

Removing responsible persons

Have you added someone as a responsible person?
You can also remove them.

• You can only remove the responsible person you added yourself
• If you remove someone in the middle of the chain, all responsible persons below them will also be removed
• You will always receive a warning beforehand

Why this is useful

By forwarding tickets:

• You collaborate faster with colleagues and subcontractors
• All communication stays in one place
• You avoid scattered messages and emails
• You maintain a clear project overview

When should you use this?

Use this feature in the following situations:

• When you receive a ticket that isn’t meant for you
• When someone else needs to carry out the work
• When you want to distribute tasks within your team or subcontractor network