Gorelo offers "split into a new ticket" feature to split a public comment sent by a contact or a form response into a new ticket facilitating more organized and efficient handling of customer inquiries.
Split a comment into new ticket
At times, clients may respond via email to an existing ticket regarding another issue, requiring the separation of this communication into an independent ticket. To do so, follow below steps:
Access the ticket details.
Find the comment you want to split.
Hover over the comment to see three dot option.
Click on "Split into New Ticket."
Gorelo will open a new ticket page with the comment already there.
Fill in the title for the new ticket.
Click "Save" to create the new ticket.
Split Indicator
When a comment is split from a source ticket to a new ticket, an indicator is displayed on both the source ticket comment and the new ticket comment. This indicator serves to signify that the comment has been split.
On the original comment, this mark tells you it's been split. Clicking it takes you to the new ticket.
On the new ticket's comment, there's also a mark. Clicking it brings you back to the original ticket.
These marks help you move between comments easily, so you can keep track of split comments across tickets.
Split a Form response into new ticket
Customers fill out form and submit their responses directly to a ticket. Subsequently, the form responses received on a ticket can be effortlessly split from original ticket to a new ticket for further handling and processing. To do so, follow below steps:
Access the ticket details.
Find the Form response you want to split.
Hover over the Form response to see three dot option.
Click on "Split into New Ticket."
Gorelo will generate a new ticket, integrating the form response in it.
To learn more about Forms, click here.
Split Indicator
When a form response is divided from its original ticket into a new one, an indicator appears on both the original ticket's form response and the new ticket's form response. This indicator serves to indicate that the form response has been split
On the original form response, this mark tells you it's been split. Clicking it takes you to the new ticket.
On the new ticket's form response, there's also a mark. Clicking it brings you back to the original ticket.
