There is functionality to split a ticket when for example a customer asks a second question when a first question has been resolved. We can then also edit the title if necessary. This works fine. However, I notice that all the properties are left blank. In our case most of the properties would be identical. For instance Name is a mandatory ticket field. So we would prefer for the properties to be copied to the split ticket (except status), leaving us to manually change what is not applicable.
Would this also appeal to others? Or does anyone see major objections?
I don't understand why it leaves the original question in the old ticket it should remove it. It also copies the ticket status over to the new ticket.
If the customer is responding to a closed ticket the split ticket is created under a closed status with no agent assigned to it. You then have to go looking for the ticket to update it. Might be easier to just create a new ticket.