Moving Tickets - Zoho Desk Knowledgebase

How to move tickets between departments?

It is not uncommon for your customers to create tickets in a department which doesn't have the requisite expertise to handle them. You must transfer such tickets to the relevant department, so they don't fall through the cracks. The Move function in Zoho Desk allows you to do just that.

To move a ticket from one department to another, follow the steps mentioned below:
  1. Go to the Tickets Module
  2. Open a ticket you intend to move to view its details.
  3. Click the More icon (  ) in the upper-right area of the screen.
  4. Click Move from the drop-down options.
  5. Select the department to which the ticket should be moved.
    The ticket is moved to chosen department instantaneously.

Note:
  • You can also choose to move a bunch of tickets between departments using Bulk Actions.
  • Moved tickets will have their status automatically set to "Open" in the receiving department.

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