# Routing with Move & Escalate

### Overview

Tickets can be moved by Agents from the origin Inbox to another Inbox. 

There are several benefits of using the Move & Escalate feature: 

* Move the ticket as it was submitted to the wrong Inbox 
* Move the ticket to another team Inbox as it needs to be escalated
* Contain the replies on the ticket for the new team to review 
* Create a new ticket and reference it automatically to the origin ticket

### How to Move & Escalate a ticket

<figure><img src="/files/zgdbTN1yO90KZz9xW7n9" alt="" width="259"><figcaption><p>On a ticket, select the More Options (...) button <br>to access <strong>Move &#x26; Escalate</strong></p></figcaption></figure>

1. As an Agent, open a ticket.&#x20;
2. Press on the More options action button (with the three dots).
3. Select **Move & Escalate**.
4. Select what Inbox to move the ticket to. &#x20;
   1. Fields from your original Form to the new selected one will be auto-mapped. Any mismatches will be highlighted.
5. Confirm by pressing **Submit**.&#x20;

The original ticket will automatically be set to Closed. Both tickets will contain references between the tickets, making it is easy to retrieve the context from any of the tickets.&#x20;

***

### Move a Public Ticket to Private

#### Overview

When a sensitive topic comes in through a public channel, you can move the ticket into a private DM - keeping the conversation discreet without any manual workarounds.

This is useful for situations such as HR requests, personal issues, or any topic that shouldn't remain visible in a shared channel.

***

#### How to Move a Ticket to Private

1. Open the ticket in Slack
2. Select the **More options** menu (three dots **···**)
3. Click **Move & Escalate**
4. Choose to the Form which is configured to be Private

The ticket will be routed out of the public channel and into a private conversation with the Requester.

{% hint style="info" %}
Requesters can still submit tickets through any public channel. You can move the ticket private at any point after it has been created.
{% endhint %}


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