Handoff

What it is

A handoff happens when a ticket changes owner: between shifts, tiers, or teams, or from an AI agentAI AgentSoftware that plans, uses tools, and acts toward a goal instead of answering one prompt. to a human. A good handoff carries all the context so the next owner doesn't start over.

Why it matters

Each handoff adds wait time and risks dropped context. Customers notice when they have to repeat themselves.

Best practices

1. Summarize at the moment of transfer – Issue, evidence, what's been tried, next step.
2. Keep the customer informed – Tell them who has it and when to expect news.
3. Count handoffs per ticket – High counts point to routing problems.

How Decimal helps

When Decimal hands a ticket to a person, it includes a summary and the investigation trail, so nobody has to re-read the whole thread.