could there be an option included with the administrative change note to “Un-merge” tickets?

It would be nice to have the ability to create a related ticker from an existing ticket. All data would transfer to the new ticket. Then we could fill in the model, serial, and hours. Then all the prior information would be available to the Advisor and the tech. Similar to DTAC's create a related case.

If we are going to have trouble merging tickets from different contacts, what are the chances of allowing us to create a ticket from a ticket? If we had a button to duplicate or create new ticket the same as escalating to CCMS it would help, if the contact changed, we could create new, add the new contact, the link would populate in the new ticket, or pull al data, and then the new ticket would be with the current contact. In short, create a ticket from a ticket just like escalating to ccms! Just allow us to choose the contact for the new ticket.

When someone texts it goes into the last ticket created. If they have multiple tickets the text and the pictures get confusing and unorganized. If we can't delete messages or delete pictures, I almost wish it would create a new ticket when they text. It would be easier to merge than it is to sort through the wrong pictures on a ticket. Ultimately we need to be able to delete and edit in tickets.

Today when a customer calls in with a different issue but they already have an open ticket, all the information is tracked in that open ticket. Need an option when the call ends to create a new ticket if an open one already exists so that the information can be tracked separately.

It would be helpful if the tool having received a text or call from the same number would respond back to the customer first with "is this a different machine"? question to permit a yes or no answer thereby prompting the system to create separate tickets from the same customer/number for different machines in close succession. Could be for voice or txt contacts.