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.
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!
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:
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.
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.
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
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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 😉
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.
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).
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.
