There are cases where maybe an assignment that was shared with you contains tickets that don't exactly fit your company's grading standards.

In these cases, users can utilize the "Replace Ticket" feature to automatically replace a ticket according to the filter parameters set by the assignment creator.

Note: This feature only works for assignments generated by a Sharing Automation

How do I replace a ticket?

When you click into an assignment/Ticket Review, all you need to do is select the ticket and then click on "Replace Tickets".

replace tickets

A form will pop up where you can define the date range and well as leave a reason for why you are replacing tickets.

replace tickets reason

Users can then easily review the reason for replacing the ticket by clicking on Notes.


New update as of November 2021

Users can now replace tickets without clicking back to the Ticket Review. If a Grader realizes the ticket being graded is not suitable, a Replace Ticket option is now available on the grading screen.

Replace ticket functionality

From here, the same prompt will appear asking the user to provide a reason for the replacement, as well as the date range desired to pull the new ticket. The Note will appear in the Notes section of the assigned Ticket Review.

replace tickets reason

Note: This option will only appear for tickets that have been assigned via automation.

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