Our Support team is struggling with the fact that we often have tickets that actually consist of two separate issues, or customers who 6 months after a ticket has been closed decide to just reply to that particular ticket to ask a -totally unrelated- question. This reopens the ticket, which can obviously be closed again, but the part with the new ticket should now be copied to a new ticket.
So I think it would be nice if you could be able to somewhere in the email thread you can split off into a new ticket.
It also happens when an email is sent to a list. All of the responses (from different people) send back into the same ticket and there’s no good notification system or way to split them.
Definitely needed as our team uses tickets to track and communicate with customers for each specific order so sometimes they order one thing and then a month or so later will order another as a reply to their last emails and it’s frustrating to separate the two and create a fresh ticket without any timeline activity from the previous order on the same thread…
We have sent out a bulk email with the same subject and content - each recipient on the BCC line. So each reply comes in from different customers but is married up as one conversation/ticket in HubSpot. Need to be able to split them out when there is a number of these coming through!
Yes very frustrating - I want an option to reply to the original email chain rather then surfing through the 100 other emails the client has sent about other issues!
Similar experience when you are forwarding a ticket to another email contact. All replies also sit in the same thread UI. Super confusing when you are replying as it also auto-populates the email of the most recent thread not necessarily the original ticket creator’s email.
Sometimes clients send one email but within the email there are multiple issues that need to be handled by different teams (i.e. a billing related issue and a technical product related issue).
I wish we could split this single Conversation into 2 different Conversations, possibly by highlighting a portion of the Convresation/email and then somehow break that highlighted part out into it’s own Conversation. This would allow us to respond/handle a more simple issue on it’s own, while handling a more complex issue differently. It would also allow for the seperate Conversations to be associated to different Tickets, which could be handled by different teams.
Please let us set a time limit to permanently close and log a conversation. That way after 3 weeks when the client responds the old conversation moves to the Related conversations field and a new conversation opens a new ticket. Also, let us create a new ticket and link it back to the original ticket with a copy latest coversation from linked conversation feature.
Yes! This would make our lives so much easier. Currently, we have multiple issues in one email chain, but we don’t have a good workflow for splitting them into separate trackable issues. We probably have twice as many “tickets” as we have recorded due to this.
The problem we have now is that the email and the split ticket are connected.
I see the problem of having two tickets on one email since you could reply twice to the same email. But it would still be an improvement to be able to tag an email as two tickets.
Hi everyone! My name is Sophie and I’m one of the PMs on Help Desk, here to share an update: ticket splitting is now available in public beta in help desk. You can ungate your portal by navigating to the dropdown in the top right hand corner of your portal > Product Updates > search for “ticket splitting in help desk.”
Click on “split ticket” within the ticket actions menu in the top right hand corner of the help desk details view, or click on the kebab menu on an individual email message within a help desk ticket
Select the messages that you would like to copy over from the original ticket to the new ticket. Alternatively, select all in the top right to copy over all messages from the original to the new ticket (optional).
Click continue
Fill out any relevant ticket fields, or leave a comment (optional)
Optional: select a new status for the original ticket
Click “create”
A couple other notes on the functionality of this feature:
Ticket splitting is available only within help desk on email and form tickets.
Users must have a Service Pro or Enterprise seat.
The split ticket will be automatically associated with the same contact as the original ticket.
The split ticket will be enrolled in any automation/workflows if it meets the criteria.
We’ve heard from you all how frustrating it is to not have the flexibility to split and manage complex tickets that involve multiple issues, topics, or parties- and we know that this pain is particularly acute when it comes to re-opened tickets (i.e. when a customer reaches out on a previously closed ticket about a new problem). We hope that ticket splitting offers a better way to manage those scenarios, but we’re not looking to stop here! We’re excited to improve and expand this feature so that it can scale with you and your teams. We’ll continue to rely on your feedback to inform our direction here, and we really appreciate you taking the time to share your thoughts. Thank you!
We are experiencing the same issue. Several of our customers are using excisting support tickets for new requests. A feature to split tickets would be very welcome by our support department.
