We need to split tickets too. When a customer reports a new feature or requirement, it’s often multiple items in the same email.
Our team would then implement one feature out of the many that were asked and there is no way to track this because everything is merged into one ticket.
Same with replies to closed tickets instead of starting a new ticket. Hubspot really doesn’t improve the Service module and we’ve had issues with the chat response times feature as well that counts break times and holidays etc.
We’ve been waiting for all of these for ages while the CTO is busy building Chatspot. Maybe you should work on basic functionality first. Thanks.