Yes, a ticket in Zoho Desk can be moved from one department to another at any point after it's created.
How to Move a Ticket
- Open the ticket you want to move.
- Click the More icon (the three dots) in the top-right corner.
- Select Move from the menu that appears.
- Choose the destination department and confirm.
What Happens When You Move a Ticket
The ticket becomes visible to agents in the new department, and its automation, business hours, and SLA settings switch to whatever applies in that department going forward.
Note: If you use Parent-Child Ticketing, be aware that a ticket's parent-child relationship is only retained if the destination department also has Parent-Child Ticketing enabled. Moving a linked ticket into a department where the feature isn't enabled breaks that relationship.
Doing This via the API
The Zoho Desk API includes a dedicated endpoint for moving a ticket to another department, useful if you want to trigger this programmatically as part of a custom automation rather than doing it manually from the interface each time.
Need help? 1 Cloud Consultants can help you set up department structures and automation rules for routing tickets to the right team in Zoho Desk.
Book a discovery call with 1 Cloud Consultants.