Split a request into a new ticket

11 Comments

  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing this Kevin!

    0
  • Alejandro Colon

    Active Feature Request (please vote):

    Feature Request: Split a request into a new ticket

    Kevin Ford

    I just posted a Feature Request for this at the link below. If you would like to see this feature please head over there and show your support. Please make sure to add an upvote and comment even if it is simply a "+1"

    Also, you may consider adding it to your post to get the feature request more visible.

    https://support.zendesk.com/hc/en-us/community/posts/360046933713-Feature-Request-Split-a-request-into-a-new-ticket

    3
  • Quetzal DuMont

    I would LOVE to see a simpler way to do this. I have clients respond to the same ticket with new questions over and over and over. It makes tracking their questions very challenging. I love that I can merge tickets, but sometimes I just want to split out a ticket.

    0
  • Quetzal DuMont

    BTW - it looks like the link to the feature request no longer works.

    0
  • Kevin Ford
    Community Moderator

    Quetzal DuMont I've actually stopped using my solution above. Now that Zendesk has rolled out side conversation tickets, it's actually a much better solution. It's not perfect for this use case, but it's definitely an improvement.

    0
  • Naomi Watnick

    hi Kevin Ford - for Side Conversation Tickets, this doesn't allow us to have the requester be the requester again, correct?  

    And Alejandro Colon - Your link no longer exists.  Can you please repost? 

     

    Thanks!
    ~Naomi

    0
  • Kevin Ford
    Community Moderator

    Naomi Watnick yes, but you have to manually set the requester to the appropriate person. 

    0
  • Naomi Watnick

    Thanks Kevin Ford - And we still don't have a way to inherit all the same selected values from the original ticket, though, right?

    0
  • Kevin Ford
    Community Moderator

    Naomi Watnick there is a way using the API but it's not built into Zendesk. 

    0
  • Naomi Watnick

    Thanks, Kevin Ford - That's great! I can do something with that and I'll put it in our backlog.

    0
  • Craig Robichaud

    Great work here, Kevin Ford! I just wish it wouldn't take such a herculean effort just to have what every other platform considers basic functionality.

    0

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