Move a Reply to Another Ticket

You can move replies from one ticket to another in case the customer or team member replied to the wrong ticket. 
Note:
  • To move a reply to another ticket, both tickets must have the same owner. 
  • You can move replies to other tickets, however, you cannot move a ticket's first message to another ticket. 

To move a reply to another ticket:

  1. Go to the relevant ticket.
  2. Scroll to the reply message you want to move to another ticket.
  3. Hover over the message field and click the Show More icon  on the right.
  1. Select Move reply to another ticket.
  2. Select the ticket you'd like to move the reply to.
    Note: To also move replies sent on the same ticket after the reply you're moving, click Also move all replies that came after this one
  1. Click Move Reply.