When a ticket is created in Loop, it is assigned to the location where the issue was reported. If that assignment needs to change — for example, because a guest has been moved to a different property, or the ticket was logged against the wrong location — you can move it to the correct location at any time.
Moving a ticket re-evaluates its service level agreement (SLA) against the destination location. Loop always measures SLA timers from the ticket's original creation time, so moving a ticket may place it immediately in breach if the destination location has stricter response or resolution targets.
Finding the Ticket
Open the Tickets section from the left-hand navigation menu. The Open Tickets view lists all unresolved tickets across your locations. You can use the Filters panel on the left to narrow the list by location, priority, status, or assignee.
Open Tickets list with the Filters panel visible on the left
Locate the ticket you want to move and click its row to open the ticket detail view.
Ticket detail view showing the Move button in the top-right corner
Opening the Move Dialog
Inside the ticket detail view, click the Move button in the top-right corner of the ticket. The Move Ticket dialog will appear.
Move Ticket dialog with the Destination location dropdown
The dialog reminds you that moving the ticket will re-evaluate its SLA at the destination, and that the SLA clock is always measured from the ticket's original creation time — not from the moment of the move.
Selecting a Destination Location
Click the Destination location dropdown and select the location you want to move the ticket to. The dropdown lists all locations available in your Loop account.
Destination location dropdown showing available Loop locations
Reviewing the SLA Impact
Once a destination is selected, Loop calculates what the ticket's due dates would be under that location's SLA policy and displays them in a Due dates at the destination table. The table shows the Response due date, Resolution due date, and Secondary resolution due date.
If any of those dates have already passed — meaning the ticket would arrive at the destination already in breach — Loop displays a warning: "This ticket will already be in breach of its SLA at the destination on arrival." Review this information before proceeding.
Move Ticket dialog showing due dates and an SLA breach warning for the selected destination
Note: If the destination location has more lenient SLA targets than the origin, the ticket may arrive in good standing. The due dates table reflects the actual calculated dates so you can make an informed decision before confirming the move.
Confirming the Move
When you are ready to proceed, click the Move button at the bottom of the dialog. Loop will update the ticket's location and re-evaluate its SLA immediately.
A confirmation toast will appear at the bottom of the screen to confirm the ticket has been moved. The ticket header will update to show the new location, and the Assignee field will be cleared, as the original assignee may not have access to the destination location.
Ticket after the move, showing the updated location and a cleared Assignee field
After the Move
Once the ticket is at its new location, you should assign it to an appropriate team member or team at the destination. Any SLA breach that exists at the time of the move is reflected immediately in the ticket's status indicators.
The original creation time and full history of the ticket are preserved after the move. Nothing in the ticket's audit log is removed when a ticket is relocated.