FAQs: How to transfer IM tickets between departments in Zoho Desk

When customers send emails or messages to support addresses mapped to specific departments, administrators can configure automation rules to automatically create and route tickets to the appropriate department.

However, tickets may occasionally be created in the wrong department. In such cases, agents can manually transfer the ticket to ensure it reaches the correct team for resolution.

Why department transfer is important

Transferring tickets to the appropriate department ensures:

Faster resolution
Clear ownership and accountability
A seamless customer experience

For example, if a customer submits a request for a product replacement, the ticket may first need to be reviewed by the Products department for validation. It can then be transferred to the Logistics team to coordinate shipment. Proper routing ensures the replacement process is handled efficiently and without delay.

Permission required

Users with the Move Tickets permission can transfer tickets across departments

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