I concur, we have a ticket pipeline for Customer Orders and also for support. When we ship to a customer we send a welcome email. Often the customer will reply to this requesting support, but this reactivates the ticket in the Order pipeline.
I don’t want to move the Order ticket into Support as if we have to query the order we will search inthe Order pipeline, but I do need to create a ticket in the Support pipeline so it’s tracked.
The ability to clone with new ID and basic information, such as links to comany and contact would be great, as well as the email contents would be a great benefit.