Moving vs Sharing Tickets - Zoho Desk Knowledgebase

What's the difference between moving and sharing a ticket?

While both Ticket Sharing and Ticket Moving feature provide the ability for your agents to access tickets that are beyond their scope of viewing/editing, there are subtle differences between the two as described below:

Moving a Ticket
Sharing a Ticket
Will entirely transfer the ticket to a new department.
Will allow both departments to work on the same ticket at the same time.
A ticket can be moved to only one department.
A ticket can be shared with multiple departments.
It provides agents with complete access to tickets in the moving department.
You can set the level of access an agent has in the shared department. 
Once moved, agents lose control over the ticket in the source department.
Once shared, agents have full access to the ticket in the parent department.




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