Tickets created from Instant Messaging (IM) conversations are assigned to a department based on channel configuration or ticket creation settings. In some cases, an IM ticket may need to be transferred to a different department to ensure the right team handles the request. Moving tickets promptly helps maintain efficient support workflows and ensures customers receive timely assistance.

For example, a customer might start an IM conversation requesting a product replacement. The ticket may initially be handled by the support team, then moved to the products department for verification, and later to the logistics team to complete the replacement process. Transferring the ticket between departments ensures the request is handled by the appropriate teams at each stage.

If the All Departments view is selected, and:

• The selected view is Classic View.
  

1. Click the Department displayed in the ticket.
   
2. Select the appropriate department to move the ticket.
   
3. The selected view is Compact View.
   
1. Click on the Department displayed in the ticket.
   
2. Select the appropriate department to move the ticket.
   

 

Hover on the required ticket and click Ticket Peek.




1. In the Ticket View page, click More Actions.
   
2. Click Move.
   
From the Department list, select the appropriate department to move the ticket.