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It would be great if you could split a ticket into two...

Related products:Freshdesk
  • August 12, 2012
  • 47 replies
  • 58 views
C
Contributor
It would be great if you could split a complex ticket into two or more tickets, which could then be assigned/dealt with separately.

47 replies

D
Contributor
  • dferber
  • Contributor
  • August 13, 2012
It would be nice to be able to create parent/child tickets also.
M
Contributor
  • marc.turner
  • Contributor
  • August 13, 2012
You can - If you hover over a customer reply there is the option to "split"
J
Apprentice
  • john.morris
  • Apprentice
  • August 13, 2012
Marc, i think this is more to do with the initial request, which currently you are unable to split out.  The split function works nicely on responses as you mention so it would be nice to have it on the ticket request.
R
Contributor
  • rkramer
  • Contributor
  • March 7, 2013

Another thing to consider when splitting tickets, would be nice if it asked for a new Subject of the ticket. Lets say customer repsonds do message from the helpdesk, before or after completed, that says "having Troubles Logging into server, Please call me". This has nothing to do with the original ticket that has a subject of "Help with MS Word Formatting Issues". Would be nice to have it ask for a new subject when we tell this to SPLIT.


Thanks,
Ron Kramer


V
Contributor
  • ville
  • Contributor
  • July 15, 2013

Just cross-referencing a dedicated feature request topic I managed to post almost at same day as Ron's comment, regarding the split ticket subject:

https://support.freshdesk.com/support/discussions/topics/15882

A
Contributor
  • abishek
  • Contributor
  • December 31, 2013

We are actively considering this feature right now. We will update this thread once this moves to implementation

S
Apprentice
  • sookk
  • Apprentice
  • February 11, 2014

This would be a useful function ... especially when people like to submit extremely complex tickets with multiple questions ... we can use this to split to multiple tickets which can be worked on by multiple support agents (because sometimes the ticket need to be handled by different support group).

S
Contributor
  • stefan_10564
  • Contributor
  • March 5, 2014

Any update on this? Usefull!

A
Contributor

Quote "This would be a useful function ... especially when people like to submit extremely complex tickets with multiple questions ... we can use this to split to multiple tickets which can be worked on by multiple support agents (because sometimes the ticket need to be handled by different support group)."


Very very useful, please add!

T
Apprentice

Very useful to us also, can I be notified when this is actioned

A
Contributor

Now the split action cut the reply selected, this is not useful. I want to "copy" last reply on the new ticket leaving original at the same place.


A
Contributor

Please, implement it. We're using it on OTRS.

I want to create a new ticket from another description or reply, selecting only the text that i need and re-using the requester

P
Contributor
  • priceja
  • Contributor
  • September 19, 2014

This would be outstanding.  Far too many times we have people submit tickets and list numerous issues.  For an agent to be able to split an initial submission into separate tickets would be a bonus.

A
Contributor

I can not believe it has not been implemented yet

J
Contributor
  • jared_11031
  • Contributor
  • October 7, 2014

+1

A
Contributor

This is mandatory for us

C
Contributor

Any idea of timescale for this one? It would be really useful for us as people tend to save up all their problems into one huge ticket!

A
Contributor

People likes to submit extremely complex tickets with multiple questions,  we can use this to split to multiple tickets which can be worked on by multiple support agents (because sometimes the ticket need to be handled by different support group) changing the subject.

Now the split action cut the reply selected, and this is not useful for us. I want to "copy" last reply on the new ticket leaving original at the same place, or bringing a note for leave a trail.

I want to create a new ticket from another description or reply, selecting only the text that i need and re-using the requester, changing the subject

Please, implement it. We used it strongly on our previous ticketing system OTRS and we can't live without it, beacause it complicates our workflow. At the moment we have to copy and paste text recreating a new ticket without any reference to the source, or add this manually on both tickets


There are other requests yet:

https://support.freshdesk.com/support/discussions/topics/15882

https://support.freshdesk.com/support/discussions/topics/28341


Please your last update is one year ago!!!

You have 56 like and the ticket started 2 years ago!!

U
Contributor
  • urban
  • Contributor
  • January 14, 2015
We have started real life using of freshdesk this monday and we realy do need this feature! Our customers are used to send us enquiries with multiple items which have to be quoted in different departments separately. Now we have to copy paste them to multiple tickets which takes a lot of time. Please, implement it ASAP.
P
Contributor
  • priceja
  • Contributor
  • January 14, 2015

I'm going to pipe in and advocate for this a second time.  As much as you try you cannot teach end users to submit separate tickets for each request (and as good customer service policy you shouldn't require it anyway).  The need to split an initial ticket, not a reply, will never go away and will surely boost your products popularity should you implement it.

A
Contributor

Quote "As much as you try you cannot teach end users to submit separate tickets for each request (and as good customer service policy you shouldn't require it anyway)"

We try but anyway we can't :-\

D
Community Debut
  • dave_12774
  • Community Debut
  • March 10, 2015

I just told my coworker this was possible the other day assuming it was. I am flabbergasted that it is not.  Merging is available.  Why not splitting?

J
Contributor
Adding my vote to this feature request. The current Split functionality simply cuts out the selected reply from the original ticket which makes a mess of it, as part of the conversation goes missing. Copying the selected part of the thread into a new ticket would be a big improvement.

 

A
Contributor

Planned 3 years ago? Please, take care of this

A
Contributor

Take a look at Discourse implementation!

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