November 1, 2026
See where your tickets get transferred
Track how many tickets move between teams and teammates, which routes they take most often, and who sends or receives the most.
See where your tickets get transferred
Text now has a Ticket transfer report that shows how tickets travel through your support. You can see how many were transferred and between which teams.
The big picture, at a glance
The report opens with four key numbers: total transfers, tickets transferred, transfer rate, and transfers per ticket on average. Below them, the Team transfer matrix shows how tickets move from one team to another, and Top routes lists the most common paths. Together they show where tickets are handed off most often and whether some of those handoffs could be avoided. Filter by team or teammate to narrow it down.
See who sends, who receives
Break the numbers down per team and per teammate. See each one’s transfer rate, assigned tickets, and how many tickets they sent out and received. Use it to spot teams that pass on too many tickets or teammates who take on more than their share.
Available now
The Ticket transfer report is now available on all plans for admins. Data is available from October 20, 2026.
