When a customer responds to a ticket that is completely different topic, I would like to be able to split that off to a new ticket. I would like it to be able to determine that it originated from another ticket, but then allow the topic to be addressed separately from the original.
Accepted
Split a Ticket
Hi @desiree11
You can do that only manually today, BUT you can create macros to help with the chore.
Even though I know and have seen the business case you mention time and again, I have not yet created that kind of support. I did something pretty similar, though, for side conversations - create a side conversation to a ticket and include context like the request (including text, ticket number and link), author etc.
Since you work on two tickets at the same time, it would most likely have to include some web hook which creates the new ticket for you in the background. Adding a link from the new ticket to the original seems easy, but a reverse link from the existing ticket to the breakout one is a bit more involved.
We use this kind of functionality in order to assign tickets to teams and their product owners if the tickets concern their area of expertise. You select the area of expertise, and the webhook will add a comment asking the PO to analyze the ticket.
The value this feature would add for our business is the ability to track by issue and/or customer.
Since today, multiple issues might be on one ticket, we are struggling to report back to hw/sw dev groups the issues that have the greatest impact.
Splitting out a ticket is a needed native function of this software.
+1 - We would find this a very useful feature and something we use much more than the Merge functionality that is available natively. When a customer reopens a ticket with a new topic we like to split this out into a new ticket. This enables better reporting and feedback to the software team.
I am up voting this feature as well! Please add this functionality natively!
- Community Manager
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
+1
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If this was a native Zendesk function that would be great. We currently have to use a third-party app Split ‘n’ Close, https://www.zendesk.com/marketplace/apps/support/105600/split-n-close/ to get this functionality, We use the free version and it handles splitting the tickets out with reference but it does have its limitations.
Check out this app: https://www.zendesk.com/marketplace/apps/support/1108741. It's an advanced version of the existing app, and much more affordable.
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