> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/general/sac-360/sac-360-common-questions/sac-360-returning-a-ticket-to-the-queue.md).

# SAC 360° - Returning a Ticket to the Queue

In some situations, an ongoing support interaction needs to be returned to the queue, allowing another agent to take it over or for it to be redistributed according to the team’s operation.

This feature is useful when the agent needs to end their shift, cannot continue the support interaction, or has identified that another department will be responsible for continuing the conversation.

> **Important:** Only support interactions that are assigned to an agent can be returned to the queue.

{% embed url="<https://youtu.be/hsOEVKa9AjE>" %}

***

## Accessing SAC 360º

Access the **SAC 360º** through the menu:

**Menu → General → SAC 360º**

Or use the field **Find Services** (magnifying glass icon) to locate the module quickly.

***

## How to return a support interaction to the queue

1. Locate and open the desired support interaction.
2. In the support interaction’s top bar, click the button **Return to Queue**.
3. Confirm the action, if the system requests it.

After confirmation, the support interaction will be removed from the responsibility of the current agent and will return to the corresponding queue.

***

## What happens when it is returned to the queue?

When performing this action:

* The support interaction is no longer linked to the current agent.
* The support interaction returns to the configured support queue.
* The full conversation history is kept.
* Another agent will be able to take over the support interaction normally.

***

## When should this feature be used?

It is recommended to return a support interaction to the queue in the following situations:

* End of the agent’s shift.
* Need for redistribution among the team.
* Support interaction sent to the wrong department.
* Unavailability of the responsible agent.
* Continuation of the support interaction by another operator.

***

## Best practices

* Make sure all important information has already been recorded before returning the support interaction to the queue.
* Whenever possible, inform the customer that the support interaction will be transferred to another agent.
* Use this option only when redistribution is really necessary, avoiding unnecessary movement between queues.

***

## Conclusion

The feature **Return to Queue** allows support interactions to be redistributed quickly and in an organized way, ensuring that no customer is left without support and providing greater flexibility in managing the SAC 360º team.


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