Feature Request: Create new ticket from new client response
Clients often reopen a solved ticket with a new question on a completely separate topic. It would be incredibly helpful to be able to mark a new response as brand new ticket that it solved separately.
For example: The client has a ticket asking for IT with a system A, then when they are thanking us for the support, they ask how to apply to for a program that works with system B.
Right now, we have to respond to all of it on the same ticket, which skews our data tracking and reporting.
Requested feature: The client has a ticket asking for IT support with a system A, then when they are thanking us for the support, they ask how to apply to for a program that works with system B. Staff can close the initial IT support ticket and then open a new ticket with the clients application question.
+1 We had this incredibly long thread with an End-user as they kept replying to the same ticket. It ended up getting so big that it would take 10 seconds to load every time you opened it. So we had to add a tag to trigger a trigger to auto close the ticket after every topic he brought up so that when he inevitably replied, it would open up a follow-up ticket.
We had a process where we would create a side conversation and sent it to our support email address, coping the second issue, theoretically starting a new ticket. However, when the client replies to the original ticket, it comes in as a side conversation even though the ticket recipient was our support email address... Why? Anyone?
I have created a ticket to investigate on the behavior that you are reporting. Please wait for my update via email and let's continue from there.