Split Conversations or Create Multiple Tickets form a Single Conversation

NatHiggins

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).

It would be great if we could do one or both of the following things:

  1. 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.

  2. Create Multiple Tickets from a Single Conversation. You can already associate a single Conversation to multiple Tickets from within a Contact or Company record, and you can create one Ticket from within the Conversation. If a single Conversation needs to be associated with 2, newly created Tickets, you can create the first one via the Inbox but have to create the 2nd Ticket by going to the Company, Contact or Pipeline and then go to the Company or Contact record to associate the Conversation to that 2nd, newly created Ticket