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Moving a ticket between teams in Thena Moving tickets between teams in Thena enables seamless handoffs when customer issues require specialized expertise, escalation, or different departmental ownership. Whether it’s escalating a support ticket to engineering or transferring a billing inquiry to finance, ticket moves preserve all context while ensuring the right team takes ownership.

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What ticket moving does

When you move a ticket between teams, Thena creates a new ticket in the destination team while preserving all conversation history, attachments, and context from the original ticket while archiving the current ticket. The process ensures:
  • Complete conversation history transfers to the new team.
  • Customer communication continues seamlessly on the same channel.
  • Both tickets are linked as related for a full audit trail.
  • Team-specific workflows and SLAs are applied immediately.

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Why move tickets between teams

Specialized expertise

Route complex technical issues from support to engineering teams for deeper analysis.

Department handoffs

Transfer billing questions from support to finance, or product feedback to product teams.

Escalation workflows

Move high-priority issues to specialized teams with faster SLAs or senior expertise.

Clean team metrics

Each team’s performance is measured independently without cross-team SLA confusion.

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How to move a ticket

1

Open the ticket you want to move

Navigate to any ticket that needs to be transferred to another team.
2

Click the three dots (⋯) menu

This is located in the top-center of the ticket view.
3

Select 'Move to team'

A dialog will appear showing compatible destination teams.
4

Choose the destination team

Select from the list of teams where you have permission to move tickets. Private teams require membership.
5

Confirm the move

Click “Move ticket” to start the migration process. You’ll be redirected to the new ticket automatically.
Use Shift + M to quickly open the move ticket dialog on any ticket.
You can only move tickets to teams that you are a part of. If you want to move a ticket to a team you don’t have access to, join the team first, and then move the ticket.

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Bulk move tickets

When you need to move multiple tickets at once, Thena provides a bulk move feature that lets you select and migrate several tickets to the same destination team in one operation.
1

Select multiple tickets

Switch to list view and use the checkboxes on each ticket card to select the tickets you want to move.
2

Open bulk move dialog

Once you have tickets selected, click the “Move” button that appears in the bulk actions toolbar at the bottom.
3

Review eligibility

The dialog shows a summary of your selected tickets with their eligibility status. You’ll see which tickets can be moved and which cannot, along with reasons for any restrictions.
4

Choose destination team

Select the destination team from the dropdown. Only teams compatible with all eligible tickets will be available.
5

Start bulk migration

Click “Move X Tickets” to start the process. You’ll see real-time progress as each ticket is migrated.
You can close the migration dialog and let bulk moves run in the background. The system will continue processing all eligible tickets even if you navigate away.

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What happens during a move

  • A new ticket is created in the destination team with a new ticket number.
  • The original ticket is archived and marked with migration details.
  • Both tickets are automatically linked as related for a complete audit trail.
  • All conversation history is copied to the new ticket.
  • File attachments and internal notes are transferred.
  • Internal threads from both Slack and the platform are also transferred.
  • Custom field values specific to a team are not transferred.
  • Ticket activity records the migration for both tickets.
  • The destination team’s SLA timeline starts fresh.
  • The source team’s SLA is paused and CSAT surveys are cancelled.
  • The new team’s auto-responders and workflows are applied.
  • Team-specific statuses, priorities, and types are mapped.

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Smart ticket restoration

Returning to original teams When moving a ticket back to a team it was previously in, Thena intelligently restores the original ticket instead of creating a new one. This maintains the original ticket number for customers and resumes the SLA from where it was paused. For example: SUP-123 → SEC-456 → SUP-123 (restored)

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Real-world examples

Scenario: A customer reports a login issue that appears to be a backend bug.

  • The support team creates the initial ticket SUP-245.
  • After initial triage, they move it to Engineering as ENG-892.
  • The engineering team gets the full context and can reproduce the issue.
  • The customer continues communicating in the same Slack thread.
  • Both teams maintain separate SLA and performance metrics.

Scenario: A customer requests a refund through general support.

  • Support receives the request as SUP-156.
  • They move it to the Billing team as BILL-089.
  • The billing team sees all previous customer communication.
  • The customer receives the Billing team’s auto-responder with updated expectations.
  • Finance processes the refund with complete context.

Scenario: A customer suggests a feature improvement during a support interaction.

  • Support documents the feedback in SUP-301.
  • They move it to the Product team as PROD-78.
  • The product team can analyze the feature request with customer context.
  • The original support ticket is resolved, and the product ticket continues internally.
  • The customer stays informed about their feature request.

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Important considerations

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🎯 Ticket number changes

Customers will see a new ticket number when communicating about the issue (e.g., SUP-123 becomes SEC-456). However, they continue using the same communication channel.

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⏰ SLA timeline reset

The destination team gets a fresh SLA timeline, which may extend the total resolution time from the customer’s perspective.

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🔐 Team permissions required

You can only move tickets to teams where you have access. Private teams require membership.

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📋 Form compatibility

Custom field values transfer when compatible between team forms. Incompatible fields are preserved in the archived ticket.

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