One of our customer, recently started to use Sirportly as their customer suppor tool, gave the following idea:
It would be useful if an agent could create a new ticket from any part of the discussion. This resembles closely the split ticket, but the discussion would stay intact in the original ticket. Instead, a private update would be added to the original ticket with a direct link to the new one.
The use case for this feature is that the customers will send a complaint about a product. From here, two parallel processes are started: one to settle the situation with the product supplier another to communicate with the customer. Currently the agent will copy-paste the complaint into a new ticket (where the supplier is the contact) and manually add private references between these two tickets. In this way, when the supplier has responded to the complaint, the handling staff member can further communicate the decision to the customer. The supplier's ticket may also further be processed by another department (the warehouse etc) where the checkbox list for example is an excellent tool to follow the process.
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