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

I don't need to split tickets, I just need to spawn children tickets that are auto-related or linked to the master ticket.  There should be a button that says "Create a linked ticket with [Pick the group you are creating a ticket with]" that when clicked duplicates the entire existing ticket as a new, linked ticket assigned to the proper team.  I would then edit out all the stuff that doesn't apply to the other team, and save the ticket in open status with that other team.

Then, on the side of the screen there should be a listing of all the linked tickets to the ticket I am looking at, and their status.  Further, when a linked ticket to my ticket is resolved, I should get a bump letting me know that whatever it was that I was waiting on from the other team, they are indicating in the system that it is complete.

is there an update on this one?

We use Jira integration and this would really help.  We often get 3 bullets from customers that become 3 separate Jira items.  

bump. 

If this isn't a feature yet, would be great to make it one. 

I suppose I could implement a 'scenario' that split tickets, I'll try that.... But that's a bit of a hack. 

-Rz

ดีมากขอบคุณ.

Gclub

I would also like to have the ability to copy/duplicate/clone a ticket. We often have situation where the base description is the same, but it affects several customers. Having to create several tickets as "new" each time is time consuming. Hope this is on the "hot" list of items. Thanks for your consideration!

Hello Everyone,

First,I would like to apologise for the lack of response on this thread. Community forums have never been our forte and trust me,we're trying our best to improve our presence here. 

Going by the thread, the most popular request has been the ability to spawn new tickets for different issues ( + inherit some values from the original ticket ) , yet keeping them linked together. We had recently launched the Parent Child ticketing app that specifically solves this purpose .

Here's a quick video that gives you a glimpse of the feature.

Do give this a try and shoot your feedback/comments here on this thread.

Cheers!

Garden and above :-\

This is great for certain scenarios but not for what most people in this thread have request. It doesn't allow you to split a single ticket into two tickets. 

Wow 5 years this has been requested. That's quite a long time. Great you can split the responses, but the need to split almost always is in the initial request. 

Hi, any news about ticket splitting and not from customer reply?

It is more like a ticket collaboration between two agents that worked on the same ticket, how can we tackle this?

Regards,

Hicham

I agree with the need to be able to split an incoming ticket.  This is more of a need when someone submits a support request by means other than using the Customer Portal.  The parent-child option is useful, but not for this need.  If if we have the option to clone a ticket, then that would help and we can then deal with the editing the clone.

Maybe you can add a "Clone Ticket" action option to the Scenario Automations.  If you do this then we can create an Agency initiated rule (Scenario) that can be used to not only clone the ticket by also perform any other ticket maintenance and send an email out to the original requester.

We need to be able to split an initial ticket that comes in by email.  For example, a faculty member sends in a list of the things that need to be done so that they can move into their new office: cleaning the windows, buying furniture, updating the company directory, moving their phone number, buying a new computer, replacing the carpet, etc.  We want to treat each of these items as a separate ticket, done by a completely separate group.  If we make them tasks or child tickets, then closing the parent will close all the children.

@FreshDesk- Where is this on the roadmap? This has been a suggestion for 8 years.