Yes we desperatly need this!! and yes freshdesk does do it although I still belive Hubdoc is better on the whole.
We would als be helped with this feature! Is there any progress on the implementation of this feature?
Interesting that this has been an open issue for 3 years. It would be great if Hubspot monitored this community thread and let everyone know what the outlook is. It’s a crucial feature for 80% of support teams out there.
Splitting tickets should be standard functionality - it’s a basic requirement for most support teams to be able to do this. Really needs to be addressed.
Our customers often make additional requests within open tickets. To be able handle each request we strictly stick to one issue per ticket. Without any way to split requests we have to do unnecessary work of creating new tickets for the customer and remind them every time to do so by themselve. This makes for a bad customer and user experience. This is one of the issues why we are looking for alternative systems now.
Yes we need this as well. Seems like a feature most companies could use since this is common customer behavior across all industries
We need this feature at our business as well. It is all too common that the customer will just reply to their last email instead of sending in a new one. Logging the reply in a new ticket is an insufficient workaround for us.
2024 and this feature is still being requested. As other mentioned, we need this in our company to stop tickets from re-opening. Some as long as 4 years ago!! The only way around this I can see is potentially creating a workflow to create a new ticket when a customer replies to an email and the associated ticket has been closed for more than x amount of days.
Before we were on Hubspot, we used Freshdesk. Freshdesk which is a cheaper option and I am going to say a more simple system has this feature. When we moved to Hubspot with “more” features, this was a huge disappointment to pay a significant amount more per month to lose this capability!!! We desperately need this feature. Hubspot, if you can’t figure it out, please look at Freshdesk, they have it figured out!!
Having the ability to split an email thread would be extremely beneifical to my team. Another request would be to allow the entirety of your reply or forward email to be visibile through a pop up screen or window. Right now - you cannot always see what you are sending back or forwarding on to another user.
Big Enterprise client here. We recently brought our sizeable group of support teams onto HubSpot after months of training and negotiating buy-in from all the relevant senior leadership. This Achilles’ Heel may single-handedly torpedo the whole affair.
It’s wild that it’s been sitting here for four years. People do whatever with their email, and it’s an extremely common occurrence that customers/partners reply to old threads with new requests. It’s mind-boggling that HubSpot doesn’t have any intelligence in place to deal with incoming communication attached to closed tickets. In most support solutions, these circumstances simply generate a new communication thread. I can generate a new ticket, but conversation-related workflows are extremely limited, and there’s no way to automatically generate new conversations.
Adding to this thread. Our team would benefit by being able to split an existing ticket thread into two groups.
Challenges:
- When a user responds on an existing thread, it can be difficult to tease out their current issue from their historic issues.
- We sort tickets by “Create Date.” When a user’s response reopens a ticket, it looksl like a ticket has been open for weeks or months, when it’s only be a few minutes.
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.
Oh wow 4 years now and this basic feature ist not implemented yet! How is this possible?
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!
@smerrow are these settings only availble to Admin or for a specific Hubspot plans?
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URGENTE!!!
Isso aumenta a eficiência dos times!!
Does it only work with email? We need it for inbox in general - whatsapp is a must in latam and I can’t split tickets that come from whatsapp in hubspot. I just moved from zendesk that was chosen before hubspot had a working helpdesk, but it seems that I will need to undo the migration knowing that once a ticket is opened for a contact and associated with a conversation, it will remain forever the ticket that gets reopened when this customer needs anything else doesn’t matter how long or how different the issue may be. It is just frustrating that we can’t put the ticket on a status that is “permanently closed” meaning that any new message will trigger a new ticket. This workaroud using workflows should be done by the hubspot backend when a status is marked as so.