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.
Big Enterprise client here. We recently brought our sizeable group of support teams onto HubSpot after months of training and negotiating buy-in from all the relevant senior leadership. This Achilles' Heel may single-handedly torpedo the whole affair.
It's wild that it's been sitting here for four years. People do whatever with their email, and it's an extremely common occurrence that customers/partners reply to old threads with new requests. It's mind-boggling that HubSpot doesn't have any intelligence in place to deal with incoming communication attached to closed tickets. In most support solutions, these circumstances simply generate a new communication thread. I can generate a new ticket, but conversation-related workflows are extremely limited, and there's no way to automatically generate new conversations.
Adding to this thread. Our team would benefit by being able to split an existing ticket thread into two groups.
Challenges:
When a user responds on an existing thread, it can be difficult to tease out their current issue from their historic issues.
We sort tickets by "Create Date." When a user's response reopens a ticket, it looksl like a ticket has been open for weeks or months, when it's only be a few minutes.
We need to split tickets too. When a customer reports a new feature or requirement, it's often multiple items in the same email.
Our team would then implement one feature out of the many that were asked and there is no way to track this because everything is merged into one ticket.
Same with replies to closed tickets instead of starting a new ticket. Hubspot really doesn't improve the Service module and we've had issues with the chat response times feature as well that counts break times and holidays etc.
We've been waiting for all of these for ages while the CTO is busy building Chatspot. Maybe you should work on basic functionality first. Thanks.
Habitualmente mi empresa manda mailings a un grupo de usuarios, este envio se realiza desde un sistema aparte de hubspot. Cuando esos usuarios responden al mismo mailing, en la bandeja de husbpot se me agrupan como si fueran la misma conversacion, pero son usuarios distintos que entre ellos no se conocen. Si queremos responderles a ellos les llega con nuestra respuesta las consultas en cadena y respuestas anteriores que le dimos a otros usuarios. Nosotros necesitamos desactivar que esas conversaciones que responden al mismo mailing se agrupen, porque nuestras respuestas son privadas a cada usuario y no tiene porque ver lo que le dijimos a otro usuario. Y si le mandamos un correo privado entrando al contacto, se pierde en nuestro correo la interación previa donde ellos responden al mailing que nosotros le mandamos. Es por eso que tampoco nos resulta util esta opción y por eso necesitamos que habiliten alguna opcion que permita separar esas conversaciones que lo unico que tienen en comun es que responden al mismo mailing. Desde ya gracias!
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!
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!
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!
The pain point when splitting a ticket is associating all the emails. But with the new ticket splitting option, even though you go through and check the checkboxes for each email, none of them end up associated with the ticket. There is just a link into the conversation. So it's nearly useless in terms of getting the story of the problem that needs to be fixed.
I could achieve that just as well by making a new ticket and pasting a link into it.
Oh, and I've done this twice, and in addition to not associating any emails, it also has picked the wrong contact both times -- selecting a co-worker from my company instead of any of the customers who are on the selected emails.
