How can I split a ticket natively?

11 Comments

  • Maude Joly

    Hi Joao,

    Splitting tickets is not supported natively in Zendesk. The app Split n Close that you've found is usually the one we would recommend you to use.

    Hope that stills helps!

    -2
  • Edwin Schukking

    Hi Maude,

    Not to be too bold on a Sunday morning, as you are here to help us out, but Joao was actually asking *why* Zendesk is not supporting this basic feature natively?

    And actually, what at least I am looking for, is a feature to fork or split the tickets from the start. Because yes, it happens that end clients ask a new question after their initial issue had been solved. But they also often report unrelated issues in their initial ticket and to be able to fork these at that moment into not one but multiple tickets, that would help and, and I might not have checked their website too carefully, that is not what this app seems to be able to do. 

    Have a wonderful Sunday and thanks in advance! ☺ 

     

    5
  • Jeremiah Owen

    Count me in on the "why isn't this already baked in?" crowd.

    5
  • AKW Admin

    For us the Side conversation Child Tickets could be an option for that. But right now some Features are still missing for us to use this. I added a comment to the Announcement article right here if you want to give this some votes: https://support.zendesk.com/hc/en-us/articles/360054850174/comments/360005434054

    0
  • Alan Chan

    Does the article still exist? It says that I'm not authorized to access the page even though I'm signed in as a user. I was going to add my vote but no luck there.

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi Alan,

    The side conversations announcement article is the Fabio refers so has been archived -- we generally do that to announcements articles once a feature has been released for a while. Adding your use case and upvoting this thread is your best course of action to add visibility to our product team on this request. Thanks!

    0
  • Jeremy Mifsud

    This feature would definitely be useful to have in Zendesk natively. It would help with features like Explore and reports as well. I often encounter users that keep using the same ticket, so instead of 2 or 3 one-touch tickets, now we have a longer ticket. And if users have multiple queries in same ticket, it's easy to skip/forget one of them that is still open if the ticket is being updated with other queries/responses.

    1
  • Dean Kongslie

    We need this feature!  Upvote to have incorporated.

    1
  • Alan Chan

    Upvoted!

    0
  • Nalli Support

    100% upvoted !!

    0
  • Benjamin Thomas

    This would help us tremendously as well.  Upvoted!

    0

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