Question

Quite often, we have customers that will open a case, and we will resolve their problem, however 3, 6, 12 months down the road instead of opening a new case, they will respond to an email that is in their inbox and the same case will be re-opened.

This is typically two completely unrelated issues, however when we are attempting to troubleshoot, we have to read the background for the case (most of which is unrelated to the current issue).

This can become EXTREMELY lengthy is the customer does this two or three times where we could have a case spanning over years, but only the last 2 email responses relate to their current issue.

Is there any way to have a 'Reply with new case' which will copy their last email into a new case number to respond with?

Answer 1

Hmmm. We're currently considering a feature request to allow people to move emails between cases, so as to consolidate wayward emails into one case. It seems we should also allow them to move any email into a new case, with all the same properties, to support this use case. I'll append this to the feature request.

You can vote for the feature here.