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.”
Here’s how the feature works:
- 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!