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You can view the team queue/unassigned cases in two different places:

1. The “All Unassigned Cases” “Leave Team Queue (Unassigned Cases)” report on the Homepage Dashboard.

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2. The “Leave Team Queue” Case List View.

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Assigning a Case Owner

Open an unassigned case from From either one of the reports views above. Follow , follow the below steps to assign a Case Owner:

1. Open the Case

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2. Click on either of the ChangeCase Owner field in the Case Information section

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3. Search for the new Case Owner in the search

   Send Notification Email

   By default,

   1. Search and select the desired Case Owner

   2. Decide whether you want to send a notification email will be sent to the that new Case Owner alerting them the case is being assigned to them.

   3. You can uncheck this box if a notification email isn’t necessary.

   4. Click

   the

   1. Change Owner

   button

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4. Once you’ve assigned the case to a Case Owner, the case will be removed from the Leave Team Queue and will show up in that Case Owner’s ‘My New Cases’ report.