Write an internal note first
Before reassigning, add a private note with what the customer wants, what you have tried, what you are waiting for and what you suggest next. The next agent should not need to read the whole thread to act.
- What the customer wants
- What has been tried
- What is pending
- Your suggested next step
Tell the customer who has it now
If a different person will reply, say so in one line: that a colleague with the right expertise will follow up, and by when. This sets expectations and avoids a silent gap.
Use assignment, not a mention in chat
Assign the ticket to a named person or a group rather than telling someone in a side channel. A side-channel message gets lost; an assignment shows up in their queue.
Handle shift changes the same way
At the end of a shift, leave a note on anything open that needs a decision and assign it to the next person on duty. A short written handover beats a meeting.
Review the handoffs that went wrong
Once a month look at tickets passed twice or more. They usually point to a routing rule that is wrong or an expertise gap you can fill with a macro or an article.