We oftentimes come across different issues while within the same ticket/conversation. For instance, a customer can have an issue today, and come back to us using the same thread with a different issue in a few weeks’ time.
Creating a new ticket to address that new issue might just become a nightmare in terms of workload, so it would be helpful if to have a split/detach emails option in Conversations.
Habitualmente mi empresa manda mailings a un grupo de usuarios, este envio se realiza desde un sistema aparte de hubspot. Cuando esos usuarios responden al mismo mailing, en la bandeja de husbpot se me agrupan como si fueran la misma conversacion, pero son usuarios distintos que entre ellos no se conocen. Si queremos responderles a ellos les llega con nuestra respuesta las consultas en cadena y respuestas anteriores que le dimos a otros usuarios. Nosotros necesitamos desactivar que esas conversaciones que responden al mismo mailing se agrupen, porque nuestras respuestas son privadas a cada usuario y no tiene porque ver lo que le dijimos a otro usuario. Y si le mandamos un correo privado entrando al contacto, se pierde en nuestro correo la interación previa donde ellos responden al mailing que nosotros le mandamos. Es por eso que tampoco nos resulta util esta opción y por eso necesitamos que habiliten alguna opcion que permita separar esas conversaciones que lo unico que tienen en comun es que responden al mismo mailing. Desde ya gracias!
Same here! New Issues/Inquiry sent with the one-and-only old e-mail => sometimeseven with the already closed solution email.
=> We urgently need a “Split”-function, PLEASE!
Ben
Similar Ask: https://community.hubspot.com/t5/HubSpot-Ideas/Split-Conversations-or-Create-Multiple-Tickets-form-a-Single/idi-p/412065 These go together and would be a valuable feature of the service hub.
Anyone who works with support through Hubspot in any serious capacity will have this need sooner or later.
I’m shocked that this only has 40 upvotes, every service representative have this need at present.
When customers ask “new” questions in an exisiting ticket we copy that text and create a new ticket where we paste this text before continuing the conversation in order to let the old ticket remain closed.
Greetings Otto
The ability to split a ticket and close the original is desperately needed by support teams who manage a decent amount of support tickets through HubSpot service hub, especially since HubSpot doesn’t currently have the ability to prevent previously closed tickets from being opened again. Many customers find that it’s the quickest path to reaching out if they just reply to an old ticket thread, and unfortunately, without HubSpot features in place to help support teams manage this (e.g. ability to split tickets), it’s going to continue to be a headache to manage.
We are waiting to move on from FreshDesk due to a couple missing features, including the Splitting of tickets when a customer responds to an old email that is no longer relative to the original ticket. As well as the Auto Refresh. Please get these going into development. Thank you.
A much needed feature - to be able to split an email from a ticket to create a seperate ticket.
I agree, the ability to split an email from a ticket to create a new ticket is a much-needed feature.
We already switched back to FreshDesk by FreshWorks due to lack of updates to the Service portion of HubSpot.
FreshDesk has far more features compared to Hubspot in the support side, Hubspot cant run automation based on comments, no time tracking, we can go on…
Good call mate
Interesting, I’m tempted to check out Freshdesk actually.
@OttoMFP it is far better on the support side of things, you have my word mate
We need split ticket feature
This would be absolutely incredible to have as a feature. Our team is struggling with clients not creating new email tickets and reopening old ones, which in turn absolutely ruins our closure time KPI!
It’s true: many customers grab ancient emails and reply to it when reporting new issues. As a result tickets are reopening all the time. Because of this, the analytics are no longer accurate. I can tell you: a closing time of 241 days doesn’t look very great during a performance review.
So I currently have two workarounds:
- I manually reset the “closed” date back to the original closed date
- Upside: it’s quick;
- Downside: there is no new ticket logged in the Analytics reports. I’ll be honest: I use Analytics to show how much work I do, so this is not really helping.
- I manually:
- Create a new ticket and give it a fancy name
- Copy the (fancy) name of the new ticket
- Go into the old ticket that just reopened
- Associate the email to the newly created ticket (with fancy name) and “unassociate” it from the ancient reopened ticket.
- Unfortunately: I often have to perform the same actions again for subsequent follow ups from the client as these are still automatically associated with the older ticket.
- Upside: Analytics are accurate
- Downside: I wonder how I’m going to explain this workflow to new colleagues.
It is super cumbersome to split an unrelated response into a new ticket. I would love to see this feature in Hubspot.
I am just curious if there’s any movement on this idea from HubSpot’s end - are you at all considering this for a future release?
Very interested in this functionality as we are facing the same problems with our reporting.
1 vote for this basic feature regarding to a support / ticket system. Freshdesk is best with this feature