Move or Escalate to another Inbox

Learn how to move a ticket to another Inbox

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

On a ticket, select the More Options (...) button to access Move & Escalate

1. As an Agent, open a ticket.

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.

   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.

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.