Split a Ticket into Multiple Tickets

[Benjamin_]

Our Support team is struggling with the fact that we often have tickets that actually consist of two separate issues, or customers who 6 months after a ticket has been closed decide to just reply to that particular ticket to ask a -totally unrelated- question. This reopens the ticket, which can obviously be closed again, but the part with the new ticket should now be copied to a new ticket.

So I think it would be nice if you could be able to somewhere in the email thread you can split off into a new ticket.

[Benjamin_]

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!

[SPerschon2]

We already switched back to FreshDesk by FreshWorks due to lack of updates to the Service portion of HubSpot. 

[Jayeshurath]

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

[OttoMFP]

Interesting, I'm tempted to check out Freshdesk actually.

[Jayeshurath]

@OttoMFP it is far better on the support side of things, you have my word mate 

[quynhnt_repu]

We need split ticket feature

[KMiles]

Would love it if this was possible

[JPaleschi]

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!

[marcodirk]

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:

1. 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.  
2. 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.

[CWagner5]

It is super cumbersome to split an unrelated response into a new ticket. I would love to see this feature in Hubspot. 

[CBaker7]

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?

[JCanolo]

Very interested in this functionality as we are facing the same problems with our reporting. 

[quynhnt_repu]

1 vote for this basic feature regarding to a support / ticket system. Freshdesk is best with this feature

[BenFolgmann]

Hallo HubSpot-Dev-Team Ihr macht einen genialen Job und ich weiß ihr könnt das umsetzen! Bitte beachtet dieses Feature unbedingt und entwickelt/deployed es! Es nimmt soviel Zeit in Anspruch das immer manuell zu machen..

Es muss gar nicht viel berücksichtigt werden.. zum Beispiel welche Konversation oder Aktivität in der Zuordnung ausgewählt werden muss 

Danke für eine baldmögliche Umsetzung! Bitte schaut doch mal ob Ihr das in einen Sprint vor Herbst 22 reinbekommt.

Rückfragen zum Funktionsumfang und gewünschten Handling? Jederzeit gerne! Bin bereit für Beta-Testing! 😉

Viele Grüße, 

Ben

___

Hi HubSpot Dev Team you are doing an awesome job and I know you can make this happen! Please definitely pay attention to this feature request and develop/deploy it! It takes sooo much time to do this manually every time....

It's quiet not hard or rocket-science... for example, which conversation or activity needs to be selected in the assignment

Thanks for implementing it as soon as possible! Please have a look if you can do it in a sprint before fall 22. It would be fabouls!

Questions about the functionality and desired handling? Gladly at any time! I'm ready for beta testing 😉

Many greetings, 

Ben

[SRandoll]

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

[TRAMA]

Ticket splitting could be a nice feature for the tickets that have two or more separate things in them.

But for those closed and old tickets... I think it would be best for all if the ticket would be absolutely locked out when is closed. There could be a resolved stage, when user can still email to ticket, let's say for 3 days. and after the 3 days the resolved stage changes to closed stage where no activity is allowed to the ticket anymore, only super admins could manually modify those closed tickets to correct some typos or something like that.

Then if the user, after 6 months still reply to the old closed tickets email, the system should open automatically a new ticket and/or reply that the ticket is closed and the user should send a new email.

I think that if the ticket is closed there should not be any possibility to customers or the system to update. 

[MKlintsevich]

Would love to have this feature for the many of the same reasons others have mentioned. Hoping this will be added in the near future. Thank you in advance. 

[ChadHohn]

Child tickets are great in Zendesk so you can split out a sub issue or even when a customer just replies to a closed ticket so you can split the conversation into a new thread to track it separately! Great idea I'd love to see this as well.

[LMannak]

An essential feature for a ticket system. Is there any update on development? 

[JulianR]

The ability to split (and merge) is a basic and key features of helpdesk systems as often what a customer thinks of as one task is actually two or three. Huge upvote from me. Really hate having to work around this one currently.

[JDale]

Must-have. Manually making a new ticket and re-linking the emails is a pain. And then emails come in from the user reopening the old tickets. There must be a better way to handle customers who just put everything in a single email thread, because that's 99% of customers.