Transition an issue as the agent

Move a ticket through its workflow under the configured agent's identity, optionally with a comment.

Open the Transition tab

In the Act as Agent modal, switch to the Transition tab.

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Act as Agent modal on the Transition tab with the transition dropdown closed

Pick a transition

Click the dropdown to see every transition available from the issue's current status.

issue-modal-transition-dropdown
Transition dropdown open showing options like "In Progress," "Waiting for customer," "Resolved"

If the dropdown shows No transitions available, either the issue's workflow has no outgoing transitions from the current status, or you lack permission to transition it.

Fill in transition fields

Some transitions require additional fields, most commonly a Resolution, but workflows can require any field. Required fields are marked with (required) and the Transition button stays disabled until they are filled.

issue-modal-transition-fields
Transition with a required "Resolution" select and an optional comment editor below it

Add a comment with the transition (optional)

A comment editor appears below the field form. Use it to leave a note alongside the transition, for example, "Closing as duplicate of {issue}." The editor is the same rich-text editor as the Comment tab.

Submit

Click Transition to {status}. The modal closes and the issue refreshes. A toast confirms success.