HelpSpot Help Desk Software | HelpSpot Blog | HelpSpot Support

"Split" a request


I’m wondering if there is a way to “Split” a request, or perhaps another way to resolve an issue I am having.

Here is the scenario: A user submits a request and it is resolved. 2 weeks later they reply to the previous message with a new request, and it opens the original request. This throws off the reporting for “Speed to resolution” since the original request is already resolved, but it becomes reopened since the user replied to the earlier message.

What is the best way to handle this?


One way is to use the “Convert to Request” function in the “Menu” at the bottom of each note in the Request History. I’m not sure when that first appeared but it’s in the latest version for sure.

There’s also a setting which forces a new request to be opened if an email comes in after the original has been closed for some amount of time. Look in Admin > Settings > Email Integration > Reopening Closed Requests.


Ah - got it. Both of those suggestions help. Thanks!