Description:
It would be extremely helpful if HubSpot allowed users to split tickets that originate from live chat conversations (chatbot), just as you can with tickets created from email or form submissions.
Why this matters:
When customers engage through live chat, they often raise multiple, unrelated questions in a single conversation. Right now, those all end up in one ticket, which creates confusion and makes it harder for teams to manage follow-up.
Allowing ticket splitting for chatbot conversations would:
- Improve ticket organisation when different issues are raised at once
- Ensure each request can be routed to the right team
- Provide more accurate reporting and visibility into the volume of customer issues
Example Use Cases:
- A customer asks a technical support question and a billing question in the same live chat → each needs to be routed to different teams.
- A chat conversation covers both a quick fix request and a product feedback suggestion → splitting ensures the support team resolves the fix while product managers track the feedback separately.
Impact:
Adding this functionality would align live chat with other ticketing channels, reduce operational inefficiencies, and give teams more control over managing customer requests. This small but powerful improvement would make HubSpot Service Hub more consistent and effective for multi-channel support.