Transfer a ticket between teams

Sometimes a ticket lands with your team but needs to be handled by a different one -- for example, a tenant team receives a report about a building pipe, but it is a landlord responsibility. Transferring moves the ticket to the right queue without losing any history.

Before you start

• You need transfer permission on the ticket. This is typically available to team leads and site administrators.
• The target team must be one your organisation is allowed to transfer to. Which teams are available depends on how your site is configured.

Steps

1. Open the ticket you need to transfer from the Tickets page.

2. Tap the Transfer button in the action bar. This button only appears if there are teams you can transfer to.

3. In the Transfer Ticket dialog, select the target team from the Transfer to Team dropdown.

4. Add a reason in the Reason field to explain why the ticket is being moved (for example, "Building pipe, not tenant fit-out"). This is optional but helps the receiving team understand the context.

5. Tap the Transfer button to confirm.

The ticket moves to the new team's queue with a status of Open, ready for them to triage. Your team becomes an involved party -- you can still see the ticket, follow the activity timeline, and add comments, but the new team is now responsible for resolving it.

Good to know

• Every transfer is recorded in the activity timeline, including who transferred it, which team it went to, and the reason.
• If a ticket was transferred by mistake, the current owning team can transfer it back to any involved party, including your team.
• A ticket can be transferred multiple times. All previous teams stay as involved parties and can continue to follow along.

Related articles

• Manage and resolve tickets
• Raise a ticket
• Track your tickets

Updated on: 15/05/2026