> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Move tickets

> Move tickets between Ravenna workspaces to reassign ownership when a request belongs to a different team or your org structure changes.

Move tickets from one <Tooltip headline="Workspaces" tip="Separate environments for different teams or departments" cta="Learn about workspaces" href="/documentation/platform/workspaces/overview">workspace</Tooltip> to another when a request needs to be handled by a different team or when organizational structure changes require ticket reassignment.

<View title="Human" icon="user">
  ***

  ## How moving works

  <AccordionGroup>
    <Accordion title="Ticket ownership transfers" icon="arrow-right-left" defaultOpen>
      The ticket is removed from the original workspace and added to the destination workspace with all its history intact.
    </Accordion>

    <Accordion title="Ticket mirrors update" icon="ticket">
      The <Tooltip headline="Ticket mirror" tip="Interactive ticket representation in Slack" cta="Learn about ticket mirrors" href="/integrations/slack/ticket-mirror">ticket mirror</Tooltip> in the original workspace's <Tooltip headline="Triage channel" tip="Centralized channel for monitoring all incoming tickets" cta="Learn about triage channels" href="/integrations/slack/triage-channel">triage channel</Tooltip> 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.
    </Accordion>

    <Accordion title="Notifications sent" icon="bell">
      All stakeholders (assignee, followers, requester) are notified of the workspace change with context about the new location.
    </Accordion>

    <Accordion title="Thread messages sync" icon="refresh-cw">
      Request thread mirrors, DM mirrors, and triage channel mirrors are all updated to reflect the workspace change.
    </Accordion>

    <Accordion title="What gets preserved" icon="check">
      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
    </Accordion>

    <Accordion title="What changes" icon="circle-alert">
      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
    </Accordion>
  </AccordionGroup>

  ***

  ## Move a ticket

  <Steps>
    <Step title="Open the ticket">
      Navigate to the ticket you want to move in Ravenna.
    </Step>

    <Step title="Access ticket actions">
      Click the **More actions** menu (three dots) in the ticket header.
    </Step>

    <Step title="Select move workspace">
      Select **Move to workspace** from the dropdown menu.
    </Step>

    <Step title="Choose destination">
      Select the destination workspace from the list of available workspaces.
    </Step>

    <Step title="Confirm the move">
      Review the change and click **Move** to complete the transfer.
    </Step>
  </Steps>

  <Warning>
    Moving tickets cannot be undone. Make sure you're moving to the correct workspace before confirming.
  </Warning>

  ***

  ## Use cases

  <AccordionGroup>
    <Accordion title="Escalations" icon="trending-up" defaultOpen>
      Move complex issues to specialized teams or leadership workspaces for higher-level attention.
    </Accordion>

    <Accordion title="Routing corrections" icon="route">
      Fix tickets that were created in the wrong workspace due to initial misrouting.
    </Accordion>

    <Accordion title="Departmental transfers" icon="shuffle">
      Transfer requests that span multiple departments, such as moving from IT to HR or between cross-functional teams.
    </Accordion>
  </AccordionGroup>
</View>

<View title="Agent" icon="bot">
  ## Mental model

  Moving a ticket transfers it from one workspace to another. This is a full ownership transfer, not a copy or share. The ticket leaves the source workspace entirely and becomes part of the destination workspace.

  Key distinction: moving vs sharing.

  | Operation | What happens                                                                              | Use when                                                          |
  | --------- | ----------------------------------------------------------------------------------------- | ----------------------------------------------------------------- |
  | **Move**  | Ticket transfers to a new workspace. Gets a new ticket ID. Removed from source workspace. | The ticket belongs to a different team entirely                   |
  | **Share** | Ticket remains in its original workspace but becomes visible in additional channels.      | Multiple teams need visibility but the owning team stays the same |

  Moving is irreversible. Sharing is reversible (unshare).

  ***

  ## What transfers and what changes

  **Preserved on move:**

  * Full message history, comments, and activity log
  * Status, priority, tags, categories, custom field values
  * Parent/child ticket relationships
  * File attachments
  * SLA timers and due dates

  **Changed on move:**

  * **Ticket ID**: The ticket receives a new ID with the destination workspace's channel prefix.
  * **Channel**: The ticket is assigned to the default channel in the destination workspace.
  * **Assignee**: May need reassignment if the original assignee is not a member of the destination workspace.
  * **Followers**: Followers who are not members of the destination workspace are removed.
  * **Slack mirrors**: Original triage channel mirror is updated with a "moved" indicator. A new mirror is created in the destination workspace's triage channel. Request thread and DM mirrors are updated.

  ***

  ## When to move tickets

  Common patterns:

  * **Misrouted tickets**: A ticket was created in the wrong workspace. Move it to the correct one.
  * **Escalation to specialized teams**: A general IT ticket needs to go to the security team's workspace.
  * **Departmental handoff**: An HR onboarding ticket needs IT provisioning handled in the IT workspace.

  Do not move tickets when:

  * Multiple teams need to collaborate on the same ticket. Use sharing instead.
  * The ticket just needs a different assignee within the same workspace. Change the assignee instead.
  * The ticket needs to be in a different channel within the same workspace. Change the channel instead.

  ***

  ## Constraints and gotchas

  * Moving is irreversible. There is no "undo move" or "move back" operation.
  * The ticket gets a new ID in the destination workspace. Any external references to the old ID will need updating.
  * Followers who are not members of the destination workspace lose access immediately.
  * The ticket is assigned to the destination workspace's default channel. If specific channel routing is needed, it must be updated manually after the move.
  * All stakeholders (assignee, followers, requester) receive notifications about the move.
  * Moving a ticket does not move its child tickets. Child tickets remain in their original workspace but maintain the parent-child relationship across workspaces.
</View>