You can also change the owner of the coming ticket as follows:

1. Go to www.youraccount.zaidesk.com/ticket/ticketNo.
2. Click on the [change owner] button under the [more] drop down list.
3. This will show a pop up where you need to add a new owner as from the existing users or you can also add a new user by filling [name] and [email] fields.
4. After clicking [update] or [submit] button, the owner will be successfully changed.

Read more

You can forward your assigned ticket to another agent. To do so, follow the below steps:

1. Click the desired ticket.
2. Click the [forward] button. This will appear the forward ticket form. Select the agent email address you want to forward this ticket in [to] drop down menu. You can also insert the pre added responses to insert as Reply Content.
3. After clicking the [forward] button, this ticket will be now forwarded to new agent.

Read more