Assigning claim tickets to the appropriate Sub-Account ensures that each support request is handled by the right team member. This helps maintain clear ownership of tickets, improves internal coordination, and ensures timely resolution of customer issues.

Step-by-Step Guide to Assign a Claim Ticket

1. Login to Dyrect Portal

• Log in to the Dyrect Portal using your credentials.
• Make sure you have access to the Claims and Support module.

2. Navigate to Claims and Support

• From the left-hand menu, go to Claims and Support.
• Locate the claim ticket that you want to assign.
  
  
  

3. Open the Claim Ticket

• Click on the Ticket ID to open the Ticket Details page.
• Review the ticket details to ensure you are assigning the correct request.

4. Select the Assignee

• Locate the Assignee field in the Ticket Details.
• Click the Assignee dropdown.
• Select the appropriate Sub-Account/team member who should handle the ticket.

5. Save the Assignment

• After selecting the required assignee, click Save.
• The ticket will now be assigned to the selected Sub-Account.

What Happens After Assignment?

Once the ticket is assigned:

• An email notification is automatically sent to the assigned team member.
• The assigned team member can access the ticket from their ticket list.
• The ticket is routed to the appropriate team member for further action.
• This helps maintain clear ownership and prevents multiple team members from working on the same request unnecessarily.

Changing the Assignee

If a ticket needs to be transferred to another team member:

1. Open the relevant Ticket ID.
2. Go to the Assignee field.
3. Select the new Sub-Account/team member.
4. Click Save.

The ticket will then be assigned to the newly selected team member.

Conclusion

Assigning claim tickets to the appropriate Sub-Account helps keep the support workflow organized, accountable, and efficient. By assigning each ticket to the right team member, support teams can manage customer requests more effectively and ensure that every claim has a clear owner.

FAQs

1. Who can assign a claim ticket?
Users with the required access to the Claims and Support module can assign tickets to available Sub-Accounts.

2. Can I change the assignee after assigning a ticket?
Yes. Open the ticket, select a different team member from the Assignee dropdown, and click Save.

3. Will the assigned team member receive a notification?
Yes. An email notification is sent to the assigned team member when the ticket is assigned.

4. Can a ticket be reassigned to another team member?
Yes. You can change the assignee at any time by selecting another available Sub-Account.

5. Who can be selected as an assignee?
The available assignees depend on the Sub-Accounts/users configured for your Dyrect account and their access permissions.

6. Does assigning a ticket change its status?
No. Assigning a ticket only changes its ownership. The ticket status remains unchanged unless it is updated separately.