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Move tickets from one to another when a request needs to be handled by a different team or when organizational structure changes require ticket reassignment.

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How moving works

Ticket ownership transfers

The ticket is removed from the original workspace and added to the destination workspace with all its history intact.
The in the original workspace’s is updated with a “moved” indicator showing where the ticket was relocated. A new mirror is automatically created in the destination workspace’s triage channel.
All stakeholders (assignee, followers, requester) are notified of the workspace change with context about the new location.
Request thread mirrors, DM mirrors, and triage channel mirrors are all updated to reflect the workspace change.
The following information is preserved:
  • Ticket history: All messages, comments, and activity
  • Properties: Status, priority, tags, categories, custom fields
  • Relationships: Linked tickets, parent/child relationships
  • Attachments: Files and images attached to the ticket
  • Time tracking: SLA timers and due dates
The following elements change:
  • Ticket ID: The ticket receives a new ID based on the destination workspace’s channel prefix
  • Assignee: May need to be reassigned if the original assignee is not a member of the destination workspace
  • Channel: The ticket is assigned to the default channel in the destination workspace
  • Followers: Followers who are not members of the destination workspace are removed

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Move a ticket

1

Open the ticket

Navigate to the ticket you want to move in Ravenna.
2

Access ticket actions

Click the More actions menu (three dots) in the ticket header.
3

Select move workspace

Choose Move to workspace from the dropdown menu.
4

Choose destination

Select the destination workspace from the list of available workspaces.
5

Confirm the move

Review the change and click Move to complete the transfer.
Moving tickets cannot be undone. Make sure you’re moving to the correct workspace before confirming.

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Use cases

Escalations

Move complex issues to specialized teams or leadership workspaces for higher-level attention.
Fix tickets that were created in the wrong workspace due to initial misrouting.
Transfer requests that span multiple departments, such as moving from IT to HR or between cross-functional teams.