Tickets Splitting tickets - Kayako

**bear** · **Splitting tickets -** 10-10-2005, 05:59 PM

Much to my dismay, most, if not all of my customers feel that when they enter a ticket, that means that all support issues from that point forward go into the same one. I have a client that has been using the same ticket, with a really (not so) useful subject for 2 days now. when I asked her to use a new ticket for each problem...she complied, and had 2 issues in the brand new one.

Is there, or will there be a simple way to split a ticket, much like a forum could, if a topic went off subject? I would find this extremely handy.

If not, how about some way to start a new ticket, using the same user details as the one you're currently viewing?

tommy · 12-04-2006, 09:11 PM

The ability to easily split a ticket (create separate tickets from issues submitted in a single one by a user) is a feature that we would like to see at some point in the future.

Creating a new ticket (email or phone) works, but having to cut and paste the text from an existing ticket is a bit klunky. Anyone have a creative approach?

Neil-UKWSD · 12-04-2006, 10:03 PM

Hi,

I am sure there is a feature reqquest open for this, something we would also like to see.

Hawkwing · 13-04-2006, 06:52 AM

Great idea.
This would be really helpful in our organisation as well.

Hawkwing · 20-04-2006, 10:39 AM

Any news on this one?
We are going live in 2 weeks and could really use a function like this in the future.

Neil-UKWSD · 20-04-2006, 01:59 PM

Hi,

It's in the feature requests list, there is no ETA for any of the items on that list getting added the priority at the moment it for the remaining open bugs to be fixed.

User Name · 20-04-2006, 02:53 PM

Great idea.

Hawkwing · 07-06-2006, 03:00 PM

Does anyone have any news on this one or know of any workaround to make this happen?

eger · **Un-merging or splitting a ticket? -** 01-07-2006, 06:44 PM

Hi,

I accidentally merged a ticket with another that I shouldn't have. I couldn't find it so i'm not sure if it exists. DOes anyone know if there is a way to undo a merge or to split a ticket?

Thanks!

Viscott · 16-02-2007, 05:34 AM

I AGREE this is a much needed feature. I call it "Ticket Slamming"

. It makes it very hard to determine how needy a client is if they are using the same ticket for multiple issues.

If you were able to split posts for a ticket (like phpBB) to create a new task it allows you to A: See how many tasks a client/customer gives you and B: Allows you to have better workflow with eSupport since the initail post started off as one project and morphs into another. C: allows for more accurate billing based on the tasks in each ticket.

My monthy maintenance fee's with my clients are based on the amount of work they submit via the amount of tickets a month.

Quote:

Originally Posted by bear

Much to my dismay, most, if not all of my customers feel that when they enter a ticket, that means that all support issues from that point forward go into the same one. I have a client that has been using the same ticket, with a really (not so) useful subject for 2 days now. when I asked her to use a new ticket for each problem...she complied, and had 2 issues in the brand new one.

Is there, or will there be a simple way to split a ticket, much like a forum could, if a topic went off subject? I would find this extremely handy.

If not, how about some way to start a new ticket, using the same user details as the one you're currently viewing?

brygrant · 18-09-2007, 04:21 AM

Not that i've seen but if they were logged by email you can go into the PARSER LOG in the adminCP and when you select the mail there's a REPROCESS MAIL option - this will create a new ticket.

**bear** · 18-09-2007, 11:31 AM

Been asking about a way to split a ticket since 2005, but it hadn't made it into the consideration queue until recently. It's planned for version 4.

eger · 18-09-2007, 04:57 PM

Wow. I can't believe this was even replied to.

Thanks both for the responses. I didn't realize I could re-build stuff directly from the parser. Makes sense though since it is all logged.

Since it is all logged in the parser it now makes sense that a feature to un-merge or split is workable (probably just needs to add one additional field that shows where the ticket was merged from).

Doesn't come up often. But when it does it is frustrating to have no way to split the ticket and then have multiple customers getting information on the same ticket (if you had merged 2 tickets from completely different customers and email addresses).

**Jamie Edwards** · **Ability to split tickets (create 2 tickets from one) -** 18-08-2008, 08:38 PM

Quote:

Originally Posted by ephost

Ability to split tickets (create 2 tickets from one). Useful to split customer reported issues into individual tickets.

Like now

]SK[ · 20-08-2008, 07:59 AM

I would also like to put my name to this.

We seem to have a growing set of customers who reply to old tickets to ask new questions. I guess when the ticket is split you could do with an email telling the user so and also the reason for the split.

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes	Rate This Thread
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode	Rate This Thread:

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
The SLA system explained with example implementation	Matthew	SupportSuite, eSupport and LiveResponse	29	27-08-2008 02:39 PM
Can not view all tickets - even though "can see all tickets" is enables	jasonwood	SupportSuite, eSupport and LiveResponse	2	21-02-2008 02:10 PM
tickets with no department / ghost tickets	katmai	How do I?	1	02-01-2008 01:37 PM
Horrible SLA Problems	Emma	SupportSuite, eSupport and LiveResponse	26	26-10-2007 10:03 AM
Exact differences between client created tickets and staff created tickets	vineethshyam	SupportSuite, eSupport and LiveResponse	5	27-11-2006 12:25 PM

tommy Offline Member Posts: 36 Join Date: Oct 2005 Location: Boulder, CO USA	12-04-2006, 09:11 PM The ability to easily split a ticket (create separate tickets from issues submitted in a single one by a user) is a feature that we would like to see at some point in the future. Creating a new ticket (email or phone) works, but having to cut and paste the text from an existing ticket is a bit klunky. Anyone have a creative approach? Cheers, Tom

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	12-04-2006, 10:03 PM Hi, I am sure there is a feature reqquest open for this, something we would also like to see. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

Hawkwing Offline Member Posts: 97 Join Date: Oct 2005	13-04-2006, 06:52 AM Great idea. This would be really helpful in our organisation as well.

Hawkwing Offline Member Posts: 97 Join Date: Oct 2005	20-04-2006, 10:39 AM Any news on this one? We are going live in 2 weeks and could really use a function like this in the future.

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	20-04-2006, 01:59 PM Hi, It's in the feature requests list, there is no ETA for any of the items on that list getting added the priority at the moment it for the remaining open bugs to be fixed. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

User Name Offline Member Posts: 115 Join Date: May 2005	20-04-2006, 02:53 PM Great idea.

Hawkwing Offline Member Posts: 97 Join Date: Oct 2005	07-06-2006, 03:00 PM Does anyone have any news on this one or know of any workaround to make this happen?

eger Offline Member Posts: 126 Join Date: Jul 2004	Un-merging or splitting a ticket? - 01-07-2006, 06:44 PM Hi, I accidentally merged a ticket with another that I shouldn't have. I couldn't find it so i'm not sure if it exists. DOes anyone know if there is a way to undo a merge or to split a ticket? Thanks!

brygrant Offline New Member Posts: 26 Join Date: May 2006 Location: Sydney, Australia	18-09-2007, 04:21 AM Not that i've seen but if they were logged by email you can go into the PARSER LOG in the adminCP and when you select the mail there's a REPROCESS MAIL option - this will create a new ticket.

bear Offline Community Moderator Posts: 713 Join Date: Jan 2005	18-09-2007, 11:31 AM Been asking about a way to split a ticket since 2005, but it hadn't made it into the consideration queue until recently. It's planned for version 4. ...read me...

]SK[ Offline New Member Posts: 13 Join Date: Sep 2007	20-08-2008, 07:59 AM I would also like to put my name to this. We seem to have a growing set of customers who reply to old tickets to ask new questions. I guess when the ticket is split you could do with an email telling the user so and also the reason for the split.