Split an unrelated request into a new ticket
BeantwortetWe are often getting replies to tickets that are completely unrelated to the original request. This makes managing the original issue confusing to both the end-user and our support team. Is there a streamlined method for separating a single comment out of a ticket and creating a new ticket for the unrelated request?
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Hi Ari!
Thanks for reaching out to our Community! This is a great question that we've been in fact asked from time to time.
Unfortunately, as of right now, there's no native way to split single ticket comments into separate new tickets. We do have a Zendesk app - Linked Ticket - that makes it possible to create a separate child ticket. Please take a look here: https://www.zendesk.com/apps/support/linked-ticket. Also, there are some third-party integrations that were built by our partners and provide similar functionality. You'll find them on our Marketplace too. However, from what I can see, it looks like these apps link only one ticket with the parent ticket - I'm afraid there's no integration that makes it possible to split several ticket comments into separate requests at this time.
As a workaround, you could always manually create new tickets if the customer is reaching out about a different question. You could add this question as an internal note to the new ticket and work on it from there. I do realise that this workflow is not ideal though, hence I would strongly recommend posting feedback in our Community topic "Feedback on Support" - https://support.zendesk.com/hc/en-us/community/topics/200132066--Feedback-on-Support. Our product managers check these pages regularly and feature requests with a high number of votes can often end up being developed into new product features.
Please let us know if you have further questions.
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We would like this feature too, it messes up our metrics on issue tracking to combine issues within a single ticket
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Yes, we have the same issue. We'd also need the ability to split several ticket comments into separate requests.
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Hi,
Has this been implemented yet? It seems like a really basic and useful feature, that I was just expecting to be there.
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We used to use this in our last support application a lot.
Move to Zendesk feels like a step backwards in some respects. This is an important feature and should be considered a priority. Zendesk should know how often people use the same ticket over and over to create new issues.
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