We often have customers who reply to an open ticket, with an email that is partly about that open ticket and partly about something new. As it works now the Split function cannot cope with this. If we split the ticket at that user’s reply it MOVES the whole of that reply to a new ticket. In the scenario where the email was partly about the old ticket and partly about something new, we would prefer that the email is COPIED to the new ticket, so that it exists in both places. We can then reply to the old bit in the old ticket, and the new bit in the new ticket. Some other, competing systems to Freshdesk already work this way and it seems more logical.
It also seems logical that if an agent sees a need to split a ticket then it is inevitable that the new ticket should have a new subject line - so it would be sensible to prompt for that at the time of splitting, rather than the agent having to remember to go back into the new ticket to edit the subject. If it was all about the same subject the ticket would not need splitting, so ask us for the new subject line when we split the ticket please.
We did wonder if the Clone Ticket app would be a solution to this problem, but it isn’t. Clone does copy rather than move, but it copies the first email in the old thread not the latest email in the thread. That would be useful if the first email in a new ticket was about multiple topics that we would want to separate, but if the customer diverges from the original topic in a later reply then cloning the first email doesn’t help.
Ideally perhaps it would be good to have a Split function that opens a small dialog with a choice to either “Copy the latest post to as new ticket” or to “Move the latest post to a new ticket”, and with an option to specify a subject line for that new ticket. This might default to the current ticket’s subject, but could allow agents to change it if they wish. Similarly if you make Move the default option then the current method (move and keep same subject) is preserved by default and you only add one extra keypress to the Splitting process - an OK button. For users who prefer to copy rather than move and/or prefer to change the subject this would be possible.