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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
  • Priority: Carried over as-is
  • Attachments: Files and images attached to the ticket
  • Time tracking: SLA timers and due dates
Each workspace owns its own configuration, so these fields re-point to the destination workspace’s equivalents:
  • Status: Ravenna picks the destination status with the same label. If there is no match, the ticket moves to the destination’s Open status.
  • Tags: Each tag is matched to a destination tag with the same name. Missing tags are created in the destination workspace.
  • Category: Matched by name in the destination workspace. If it doesn’t exist, Ravenna creates it there.
  • Ticket attributes: are matched to destination attributes with the same key. Missing ones are created. For dropdown fields, option values are matched by label; options with no equivalent in the destination are dropped.
The following elements change:
  • Ticket ID: The ticket receives a new ID based on the destination workspace’s channel prefix.
  • Channel: The ticket moves to the destination channel you selected.
  • Assignee: May need to be reassigned if the original assignee is not a member of the destination workspace.
  • Followers: Followers who are not members of the destination workspace are removed.
Fields that cannot span workspaces are cleared on move:
  • Form: Forms are workspace-scoped, so the ticket loses its form association. Answers captured through the form remain in the ticket’s history.
  • Parent ticket link: A parent-child relationship cannot span workspaces. Moving a child ticket detaches it from its parent. Moving a parent ticket detaches all of its children.
From the source workspace’s point of view, the ticket is gone. It disappears from ticket lists and counts, and from any parent’s sub-ticket list. If you were viewing it when it moved, Ravenna sends you back to the ticket list.A ticket that is also shared into the workspace you’re viewing still shows up there through the share, even though it now lives elsewhere.

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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

Select 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.
Last modified on August 25, 2026

Related topics

Triggers & actionsBulk move ticketsChannelsMerge ticketsPull request sync