Split Ticket

In many cases a ticket might contain multiple unrelated issues that all need to be addressed separately. Splitting a single ticket into different tickets allow multiple agents to work separately on the problems, giving each problem the attention it deserves.

To split a ticket :

1. Login to your HappyFox and choose the ticket you wish to split.

2. Click on 'more' tab under the recent update from the customer and click 'Split'.

There should be atleast two replies from the customer before a ticket can be split.

2. You can now provide a Subject for the new ticket, set its Category, Status and Priority, and Assign it to the concerned helpdesk staff.

 

3. After you’ve split the ticket, you can see the most recent update from the customer as a new ticket altogether.

A link to the new ticket will be available on the old ticket and vice versa.

         

                (link to new ticket)                                         (link to old ticket)

Together, the split and merge ticket features allow staff to adjust their tickets as the situation demands.

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  • 03-Oct-2018
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