Allow Selection of Multiple Threads and Notes for Splitting into a Separate Ticket

Allow Selection of Multiple Threads and Notes for Splitting into a Separate Ticket

Dear Zoho Team,

We would like to request an enhancement to the Split as New Ticket feature within Zoho Desk.


Currently, users can only select one incoming thread to split into a new ticket. However, there are many scenarios where the ability to select multiple threads (both incoming and outgoing), as well as notes (private or public), and split them into a new ticket would be highly beneficial.

Proposed Enhancement:

  • Multi-thread Selection: Allow users to select several email threads (both incoming and outgoing) in the same ticket.
  • Note Selection: Include the ability to select notes (private and public) along with the email threads for splitting into the new ticket.
  • Comprehensive Split: All selected parts should be copied into the newly created ticket.

Benefits:

  1. Increased Flexibility: Users can better organize tickets when there are multiple relevant discussions or inquiries in the same ticket that need to be separated.
  2. Improved Workflow: Reduces the need for manual copy-pasting of notes and messages when separating inquiries across departments.
  3. Better Documentation: Ensures all relevant information, including notes, is transferred to the newly created ticket without losing critical context.

This feature would greatly enhance our ticket management workflow and allow for a more efficient division of customer inquiries.

Thank you for considering this request!

Best regards,
Ram




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