> For the complete documentation index, see [llms.txt](https://support.suptask.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.suptask.com/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-move-a-ticket-to-another-inbox.md). # 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

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. *** ### 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 **ยทยทยท**) 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 %}