Routing with Move & Escalate

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.

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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.

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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.

Requesters can still submit tickets through any public channel. You can move the ticket private at any point after it has been created.