osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Creating new ticket(s) from customer reply
1. Simple case:
A lazy customer prefers to hit "Reply" button in their mail client software instead of creating new mail thread for new support request (no need to enter "To:" address again and no need to fill mail subject line). This results in an old ticket receiving new reply, which is actually new support request. There is drop down menu for each reply with actions "View email headers" and "Edit". I have seen in some other support boards another possibility - to extract new ticket from a particular customer reply. Is this feature feasible for osTicket?
2. More complex case:
A super lazy customer (== normal customer) fills single mail message with several unrelated questions and requests. Is it possible to extract new ticket from a PART of customer reply leaving that reply in its place (because there are other parts from which agent needs to extract other requests)?