- What is the problem?
The problem is that it's not uncommon for our customers to think of additional issues or questions they have while they're working with us. Before we know it, we might have three or four new emails added to a ticket, and these emails are about a different issue that we'd like to track in a separate ticket.
- Why is it a problem?
This is problematic because the currently available methods to move the information for a separate ticket to a new ticket are clunky and not a great experience for either the agent or the customer.
- How do you solve the problem today?
We create a new ticket for the User that is the requester, and we hand copy the information they've provided so far to the new ticket as best as possible. They have often provided images and attachments, and it's not easy to get all of the information into the new ticket in a nice way. We all pay attention to the CC list make sure to update this on the new ticket as well.
- How would you ideally solve the problem?
Ideally, you'd be able to choose "split off a new ticket", which would let you select which of the updates in the current ticket you want to move over to the new ticket. It would also let you optionally copy CCs, tags, etc. to the new ticket, and let you choose the requester (if there are multiple senders in the updates you're moving to a new ticket, you can't automate it, and either way you want to be able to override that in some cases).
- How big is the problem (business impact, frequency of impact, who is impacted)
It's a small impact in terms of frequency, but it's a medium sized impact in some cases where the customer has managed to provide a fair bit of data before we realize we need to get it moved to a different ticket.