Currently, the “split ticket” functionality just lets you move a single customer reply into a new ticket. It’d be really nice to be able to additionally select multiple emails/notes (from both agents and customer) to move into the downstream split ticket.
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Support splitting multiple emails/notes into new ticket
Ticket splitting, in general, seems to be fairly rough around the edges:
- You can’t undo it; merging tickets is quite ugly and does not restore the previous state.
- The “split ticket” modal box doesn’t dismiss/go to the new issue after clicking the “split” button — it just feels stuck/bugged (but does do the split). This is on both Chrome and Safari on macOS.
- It immediately sends a new ticket notification to the requestor before you’ve had a chance to create a new subject.
- You can’t select multiple posts/emails/comments/notes to split
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