Knowledge Base

Move a Support Ticket to another Department and Queue

Support Tickets can be assigned to any Department or Queue, and often the Department and Queue set on a Support Ticket originates from a Workflow on Ticket creation.


A Support Agent may want to move a Support Ticket to a different Department or Queue, for instance if on claiming it they realise that the content of the Support Ticket indicates it should be dealt with by another team.


In order to do this, on the Support Ticket the Department and Queue is displayed on the left information panel:



Next to this is a Move button and clicking here will open a prompt asking the Agent to define what Department or Queue this Support Ticket should be moved to:



Selecting the Department and Queue and clicking on Save Changes will update this Support Ticket to that Department and Queue. The Agent can then close this ticket to leave it available to another Support Agent, working from the different Department or Queue