---
id: KB-TL-025
url: https://app.codecontract.io/help/trackline/im-not-the-one-who-handles-this
idioma: en
categoria: trackline
audiencia: usuario
nivel: basico
actualizado: 2026-08-13
tambienEn: [es]
relacionados: [KB-PR-027, KB-ET-018]
citadoPor: [KB-PR-028, KB-PR-031]
---

# I'm not the one who handles this

_Say so, and say who does. Forwarding without telling anyone leaves the request in your name — and the reminders too._

**Responde a:** i got a request that isnt mine · a colleague handles this · can i forward the request to someone else · im not responsible for this paperwork

**Reply with one line saying who does handle it.** That is all it takes, and it is what stops the request sitting in your name generating reminders for you for weeks.

## The three ways out, best to worst

| What you do | What happens next |
| --- | --- |
| You say who handles it | It gets redirected and the alerts stop |
| You forward it silently | It stays in your name. Reminders keep coming |
| You do nothing | It piles up and eventually escalates above you |

> [!IMPORTANT]
> **Forwarding it to a colleague does not take the request off your desk.** It is the option everyone picks because it looks polite and quick, and it is precisely the one that leaves the matter in no-man's-land: you think it is handled, your colleague thinks it was addressed to you, and the requester still sees your name. One line back —«Jane handles this, write to her»— closes all three ends at once.

## If you do not know who handles it either

**En corto**

- Say so anyway: «I don't know who handles this, try admin» is already a useful answer.
- It beats silence, which the requester reads as unwillingness to reply.
- And if nobody handles it, that is information too — the kind worth surfacing.

> [!WARNING]
> The commonest case in small companies: **the request lands at the company's general address because it is the only one on the website**. Nobody is at fault there, it is just a catch-all mailbox. It is worth replying once with the right person and address, because that gets saved and future requests stop passing through — the difference between solving it once and solving it monthly.

**Can I just forward it?**

Better to also tell the requester, or it stays in your name.

**What if the right person is on leave?**

Say so with a rough return date: that is what lets people re-plan.

**Will I keep getting alerts?**

Until the request is redirected, yes. Hence the line back.

## Ejemplos

**You receive a request that belongs to another department and forward it saying nothing.**

- Replies with one line naming who handles it and at which address

→ The request is redirected and the reminders stop coming to you.

**Every request lands in the company's general mailbox.**

- Replies once with the right person and address for this kind of paperwork

→ Future ones arrive directly and the catch-all stops being a bottleneck.

**It is forwarded to a colleague without telling anyone.**

- Replies saying who handles it

→ Reminders stop reaching someone who can do nothing.

**The colleague does not handle it either and forwards it on.**

- Finds out who does before forwarding

→ The request reaches its destination in one hop.

**The request stays in the name of whoever received it.**

- Asks for the contact to be changed in the file

→ Follow-up points at the right person.

**Nobody replies and the client assumes disinterest.**

- Replies, even if only to redirect

→ The relationship does not suffer from silence.