Move ticket to a different customer

[Product User]

Is there a way to move a ticket to a different customer? We have accidentally created a ticket under the wrong customer.



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[Support Team]

Re: Move ticket to a different customer

The account selected for a Ticket cannot be modified once a Ticket is created and approved.

What you should do is use the Copy Ticket option. Use it to copy the ticket to a new one. The ticket details (description, category etc.) will be copied to the new Ticket, and at this point you can select the correct account for the new ticket.

Note that copying the ticket copies only the ticket details, not the related records such as charges, appointments, etc. You should manually change the selected account for the linked charge, task, appointments, and other sub-records in order to move them to the newly created ticket.

After moving all of the related information, you can delete the old "wrong" ticket.

To copy a Ticket use the copy icon on the Tickets Window toolbar or right-click the ticket and select the Copy... option.

[nattivillin]

Re: Move ticket to a different customer

Why cant we change the account holder for a ticket? This is a database type system, what makes it so difficult?

Any plans for this to be updated in the future?

[Support Team]

Re: Move ticket to a different customer

A ticket holds plenty of information dedicated to the selected account - the Contract, the default SLA (coming...), the Charge records logged under it that are based on the account pricing and special settings, the Contract, and much more. It's already possible that you already invoiced this Ticket to QuickBooks, and much more. Had the system let you change accounts it would have resulted in an inconsistent database information. This is why it's not supported at the moment. We may evaluate this again in the future. Thanks for asking.