Hello,
A customer replied to an exisitng ticket with a new question that I would prefer to have as a separate ticket with its own attributes. But I only realized that now.
Is there a way to break off the latest group of messages and make them an independent ticket?
Split n Close is not free.
I consider this to be basic functionality that ought to be built into the product. It is not at all uncommon for a customer to start talking about a different issue in the same email thread you already have going. Sometimes they've sent two or three emails, with images, attachments, etc, before you have a chance to catch it and get a new ticket going for the new issue. In this situation, it is now quite difficult to get a new ticket created to track the issue and have it contain all of the relevant information in an easy-to-use way.
I'd like to see an option to "split" a ticket where you can select the ticket updates that should move to the new ticket (since there might be several).
Hi Seneca -
I see that this is your first post - welcome to the Zendesk community!
I encourage you to post your feedback to the Feedback on Support topic which our product managers subscribe to and follow. Here's information on how to write an effective feedback post.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Hey David,
I was able to track down a 3rd party integration that could accomplish what you're looking for: Split n Close.
There isn't a way to accomplish this natively but hopefully the above will help.
Cheers!