When handling tickets, we often deal with the issue of “splitting” messages within a ticket,which causes some challenges.
Background:
We often receive a wide variety of topics in the same ticket, but has to handled by different departments. In these cases, we use the “Split” function to enable parallel processing and ensure these requests are recorded correctly.
The following difficulties arise in this process:
- Additional To and CC recipients are lost when splitting a ticket ( Additional To and Cc recipients are lost when splitting a ticket - Any Workaround? )
- It’s difficult to determine which specific message was split off in the ticket conversation. Could this be marked more clearly?
- Split messages still remain in the origin ticket, however. This can be quite confusing, especially in cases where work still needs to be done in the original ticket and from different departments. Is there a way to hide the split messages somehow?
Related discussions in the communtiy:
- Possible to delete certain ticket communication entry?: describes a similar use case but requests deletion of the messages left behind.
- Hide or minimize unimportant interactions: requests reversible hiding but does not specifically address split messages.