Hello!

I've been searching the community but I haven't found much information about it or users with the same thing happening to them.

Our customers usually respond to a ticket with confirmation of whether or not their reported problems has been solved and, in addition, they ask about other matters. As you can imagine, we manage new questions in different tickets, so we must split the ticket based on the last response from the customer.

The problem is that when splitting the ticket, the customer's last response is copied to the new ticket and removed from the original. In this situation, we must copy the customer's response from the new ticket and add it as a note in the original ticket, causing a significant loss of time every week. It is important to keep the response in the original ticket because it usually contains relevant information for us.

My question is, is there any way to fix this automatically? If someone is in the same situation, do you follow a more optimal workflow than the one I mentioned that helped us?

Thanks in advance!