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.
It's realy a core feature for a ticketing system of any kind and HubSpot still fails to have it after so long, I hope they are working on it because it's troublesome for analytics and proper workflow management (for instance if different owner should work on the 2nd ticket created but it's sill assigned to the 1st one and the other can't even see it).
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.
We move to Freshdesk, it has this feature: split ticket and more other helpful features for Service/Support side. Freshdesk also integrate with HubSpot 🙂 No need to wait for HubSpot anymore 😅
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.
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!!
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.
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.
