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).

I wish we could 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.

This Idea has been edited to help our product team organize and respond to threads. Part 2 of the original request can be found here: https://community.hubspot.com/t5/HubSpot-Ideas/Create-Multiple-Tickets-from-a-Single-Conversation/id...

[NatHiggins]

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!

[richard88]

This would be very useful to also help with automating incoming conversations that generate tickets for multiple teams or pipelines to view. 

[KMiles]

Would love it if this was possible

[SRandoll]

Yes, we have the same issue that emails come with several topics for different teams!

[DCarter9]

Dear Hubspot,

Please let us set a time limit to permanently close and log a conversation. That way after 3 weeks when the client responds the old conversation moves to the Related conversations field and a new conversation opens a new ticket. Also, let us create a new ticket and link it back to the original ticket with a copy latest coversation from linked conversation feature.

Thank you,

[EBrumitt]

Yes! This would make our lives so much easier. Currently, we have multiple issues in one email chain, but we don't have a good workflow for splitting them into separate trackable issues. We probably have twice as many "tickets" as we have recorded due to this.

The problem we have now is that the email and the split ticket are connected. 
I see the problem of having two tickets on one email since you could reply twice to the same email. But it would still be an improvement to be able to tag an email as two tickets. 

[smerrow]

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!

[RBekkers]

@smerrow Hi I do not see the option to join the beta. ANy idea?