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Split Ticket Enhancement

Related products:Freshdesk
  • March 3, 2022
  • 2 replies
  • 75 views
brian.mann
Apprentice
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Throughout our use of the FreshDesk Product, we believe that there is a way to enhance the feature, Split Ticket

 

  1. Prompt for Subject, Status, Description and Contact changes before creating the new ticket. We find that if a ticket is resolved and then we split it, then the new ticket is also resolved. For Subject and Contact, this would remove a step, furthering productivity. All of this is technically in the “Edit Ticket Details” screen already.
  2. Perhaps move the button or make an additional button in the top row of buttons for better visibility
     

2 replies

Lars_CY_GER
Community Debut
  • Lars_CY_GER
  • Community Debut
  • August 8, 2022

Further improvements to the ones already stated by Brian:

  1. Allow Ticket Split also from mobile app (Android)​
    It’s an important feature. How can it work by design only from Desktops?​​​​​​
  2. Currently I find Split to be working well only when I do it for the latest reply. If an agent has missed to do the split in time and 2 or more new replies have come in and we then try to split, this ends up in chaos.
    A
    Contributor
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    • Andriana0406
    • Contributor
    • September 21, 2023

    Split is also required in the first email from cutomer, as there are times emailing us on many topics to be handle by separate teams, all in one email.

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