Recent searches
No recent searches
Split tickets
Posted Jan 18, 2021
Hi there,
I find it really odd that I actually can't split tickets.
Just as I am able to merge relevant tickets into one ticket, I should be able to split the ticket into few inquiries. On few occasions the user texted \ emailed a solved thread and was therefore attached to a previous ticket.
I don't see why users should pay extra for such a basic feature.
Regards,
Dan.
22
11
11 comments
Amanda Quarman
Hi, I agree that this would be a useful feature and have also observed the above happening. I also find that sometimes a user will email an existing ticket with a request relating to a different (but similar) request.
2
Grace
Ditto, It's time-consuming to have to "add" a ticket to address a different issue.
2
Dan Mørkbak Sørensen
almost 4 years ago i discussed this completely obvious and simple feature was missing with a support rep. Already at that time there were a 9 year old feature request to add it....
The word pathetic is comming to mind, back then i was recommended a 3rd party app (split n close) that we have tried using for a couple of years, but it was always very cluncky, so only used in very specific scenarios. Lo'and'behold now it requires subscription to use most features... Somehow im not surprised and im straight back to pathetic. Its SO obvious a feature, especially when the ticket processing of Zendesk is quite keen on placing new mails into older tickets.
3
Robert Forrest
Agree this would be extremely useful. The number of times customers respond to a previous reply with a new query means we regularly split tickets to keep different questions separate. The ability to include images correctly inline with text and also select attachments would be extremely helpful also.
2
Edwin Schukking
@Dan Mørkbak Sørensen - what add-on is this feature included in?
2
Brittany Mandel
Yeah - this is something that we absolutely need. Especially since I can't easily copy and paste the content from one ticket to another.
0
Monica
Adding my voice to this as well. It would be helpful to also be able to restrict access to this based on role.
0
Warwick Allen
We would like this, too.
0
Supa Petchged
My organization must look for split tickets in the marketplace.
0
Shawna James
Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.
I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and we have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
Thank you again for your feedback and for being a valuable customer with Zendesk.
1
Bianca
I agree, we used to have Help Scout, and we changed to Zendesk and Help Scout had that feature, and I really enjoyed it.
See New Conversations: https://docs.helpscout.com/article/32-edit-threads-and-notes
0