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How to Split Tickets using Helpdesk Pilot?
Article Id: #83 Viewed: 3610 times Last updated on: 18 May 2007 Article Category: Using Helpdesk Pilot (Features & How to)
Split Tickets into New Support/trouble tickets with Helpdesk Pilot
There are various reasons why one may require to split an existing ticket into a brand new ticket and even making it part of a totally new department. The below example with screenshots would explain how it can be done using Helpdesk Pilot:
You can split any existing Customer response into a new ticket. Simply click the Split Ticket link below the customer response to begin the process.
You would be taken to the Split Ticket page that lets you choose the Department and Staff member you may wish to re-assign this issue to.
A new ticket is hence created with that particular response. In this case it was a Sales Ticket which had to be assigned to Installation Team.
You can now notice two tickets from the same client with different messages and belonging to different departments.
Helpdesk Pilot automatically makes a remark in the original ticket stating the response was split into a new ticket and also provides the resultant new ticket id.
Note: This feature is available from Helpdesk Pilot 2.5.0
There are various reasons why one may require to split an existing ticket into a brand new ticket and even making it part of a totally new department. The below example with screenshots would explain how it can be done using Helpdesk Pilot:
You can split any existing Customer response into a new ticket. Simply click the Split Ticket link below the customer response to begin the process.
You would be taken to the Split Ticket page that lets you choose the Department and Staff member you may wish to re-assign this issue to.
A new ticket is hence created with that particular response. In this case it was a Sales Ticket which had to be assigned to Installation Team.
You can now notice two tickets from the same client with different messages and belonging to different departments.
Helpdesk Pilot automatically makes a remark in the original ticket stating the response was split into a new ticket and also provides the resultant new ticket id.
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