Tickets -> Split replies from a ticket into a new one

**Jamie Edwards** · **Tickets -> Split replies from a ticket into a new one -** 02-07-2007, 09:52 PM

Split from [FR] (Power) Options for Tickets

Quote:

When a client replies to an existing ticket about a new issue, we would like to split this post and create a new ticket. The client should (optionally) be informed by an auto-responder that a new ticket is created and they must use a new email-form within their email-client.

arogers@schoolp · 02-08-2007, 01:27 PM

I would second this request. I am often guilty of responding to an existing email with a new issue and not changing the subject line.
Thanks
Andrew

craigbrass · 02-08-2007, 01:28 PM

Oh yea, just noticed this as you replied. Would be a nice feature and come in handy for many things.

richm · 02-08-2007, 01:52 PM

It's got my vote!

Rich

**bear** · 02-08-2007, 08:54 PM

Absolutely. I've been asking for this since I started using Kayako.
From 2005:
Splitting tickets

craigbrass · 03-08-2007, 08:49 AM

Shouldn't be too hard to implement really, just a DB query is needed to change the posts from the tickets to a new ticket.

Nikito · 11-04-2008, 03:11 PM

Well this seems like a very old thread that in my opinion needs to be bumped! I just had a chat with a tech support person and apparently this feature has still not been implemented.

So, here's another vote for when a customer replies to an existing ticket but has a completely new topic, I'd like to be able to split that response into a new/separate ticket.

Thanks!

gate2vn · 16-04-2008, 04:43 AM

So, still need to wait for this useful feature? until...

**Jamie Edwards** · 16-04-2008, 09:14 AM

Until Version 4 is released, which has no ETA as of yet.

**bear** · 16-04-2008, 12:33 PM

Has it officially been added into v4, Jamie? For a feature request that's now about 3 years old, I'd like to hear if it's really going to happen.

**Jamie Edwards** · 16-04-2008, 12:38 PM

Yes, it is - all requests moved to the forum Will Implement (V4) will be implemented in Version 4

ysert · 06-05-2008, 03:59 PM

My vote is in for this ticket splitting feature too...

As an example, we get web page requests where design and content goes in seperate channels so we need to split it into two as content and design, let them work their own way and at the end may (or may not) merge together to close the ticket.

YS--

ysert · 08:04 PM

I have one quick question (may not be answered because of the work in progress status) and just want to add couple thoughts on splitting tickets:

When the tickets will be splitted, will the history and attachment(s) of the original ticket be replicated in the new ticket?

It will be great if that would be an "option" in the set-up. Depending on the work, we may plan to merge those tickets after having two independent process going their own path and when merged, the history may be duplicated [again].

Thanks,

YS--

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arogers@schoolp Offline Member Posts: 38 Join Date: Jul 2007 Hosted License	02-08-2007, 01:27 PM I would second this request. I am often guilty of responding to an existing email with a new issue and not changing the subject line. Thanks Andrew

craigbrass Offline Senior Member Posts: 4,986 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	02-08-2007, 01:28 PM Oh yea, just noticed this as you replied. Would be a nice feature and come in handy for many things. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

bear Offline Community Moderator Posts: 651 Join Date: Jan 2005 SupportSuite	02-08-2007, 08:54 PM Absolutely. I've been asking for this since I started using Kayako. From 2005: Splitting tickets ...read me...

craigbrass Offline Senior Member Posts: 4,986 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	03-08-2007, 08:49 AM Shouldn't be too hard to implement really, just a DB query is needed to change the posts from the tickets to a new ticket. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Nikito Offline New Member Posts: 1 Join Date: Apr 2008 eSupport Owned License	11-04-2008, 03:11 PM Well this seems like a very old thread that in my opinion needs to be bumped! I just had a chat with a tech support person and apparently this feature has still not been implemented. So, here's another vote for when a customer replies to an existing ticket but has a completely new topic, I'd like to be able to split that response into a new/separate ticket. Thanks!

gate2vn Offline Member Posts: 46 Join Date: Jun 2005 Location: 3inetworks.net SupportSuite Owned License	16-04-2008, 04:43 AM So, still need to wait for this useful feature? until... www.gate2vn.net Managed hosting solutions on multiple datacenters DirectAdmin hosting \| Helm hosting \| Xen-VPS \| Managed servers

bear Offline Community Moderator Posts: 651 Join Date: Jan 2005 SupportSuite	16-04-2008, 12:33 PM Has it officially been added into v4, Jamie? For a feature request that's now about 3 years old, I'd like to hear if it's really going to happen. ...read me...

ysert Offline New Member Posts: 17 Join Date: May 2008 Location: Virginia, USA eSupport Owned License	06-05-2008, 03:59 PM My vote is in for this ticket splitting feature too... As an example, we get web page requests where design and content goes in seperate channels so we need to split it into two as content and design, let them work their own way and at the end may (or may not) merge together to close the ticket. YS--