The Handover Without Sending Message feature was developed to allow the escalation of tickets without sending messages notifying the customer, recording only an internal note in the Helpdesk.
This improvement avoids unnecessary communications and ensures that the team can manage tickets more efficiently, maintaining internal transparency without impacting the end-user experience.
NOTE: This feature is disabled by default in projects; to enable it, you need to contact us to request it.
IMPORTANT: It cannot be activated together with the "DETECT TRANSFER" feature, where we perform a check for sending messages with transfer words of the service.