Depending on the configuration of these interfaces, tickets that are received as emails, SMS or via a web service do not have an owner. They can then be accepted or forwarded.

You should forward a ticket if it is clearly misaddressed. Select the ticket from the list and then click "Forward" in the  selection.

Select a new addressee in the dialog, correct the target time if necessary and, if necessary, provide a short reason for the forwarding in the description.  Click “Forward.”

Please note: By forwarding you become the owner of the ticket and it will appear in your outgoing list.

Note: Tickets that already have an owner cannot be forwarded. Then use the Reject function.