A typical life-cycle of a new ticket at Helpdesk Pilot daybreakers download begins with Pre-Sales moves to Sales , occasionally then passed on to the Installation Department and finally lands up with the Support team. By now the ticket is already over 20 responses long and the original message of the customer is irrelevant and out-dated. This is where Split Tickets introduced in 2.5.0 comes very handy. Click here to see how split tickets feature works. So, next time you want to pass a ticket to another department consider using Split Tickets option.
Tags: Tips & Tricks
The split ticket option doesn’t always show up as a choice. What conditions are required for this to be an option on a ticket?
One can split a customer response and make it into a new ticket. There are no other conditions. We are also working on a feature in which one might be able to clone a ticket. This can be expected in one of our future versions :)(As mentioned by my colleague!)