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description: Learn how to move a ticket to another Inbox
---

# Move or Escalate to another Inbox

### Overview

Tickets can be moved by Agents from the origin Inbox to another Inbox.&#x20;

There are several benefits of using the Move & Escalate feature:&#x20;

* Move the ticket as it was submitted to the wrong Inbox&#x20;
* 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&#x20;
* Create a new ticket and reference it automatically to the origin ticket

### How to Move & Escalate a ticket

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2F3J251TFb4UKWHvdaPcSO%2Fimage.png?alt=media&#x26;token=3c108658-b732-421c-8a7f-f3acec5fae90" 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;
