Splitting previously merged request

Hi all,

I've hit a recurring 'problem' with the way the system allows requests to be merged and split which I may have already raised but I thought I'd take the time to expand on and provide a full explanation for everyone. Note: items shown in order of occurrence:

Request 1 raised
System sends auto-response

Request 2 raised
System sends auto-response

Request 1 - support rep sends response A
Request 2 - support rep sends response B

Request 2 - merged with request 1

Request 1&2 - support rep sends response C

At this point the conversations of Request 1 would look like this:

R1 incoming
R1 auto-response
R2 incoming
R2 auto-response

R1 support rep response A

R2 support rep response B

R1 support rep response C

This in itself isn't a problem until we have to un-merge a request. This happens on occasion either when a request is accidentally merged or the client disagrees with our decision to merge the request(!). When Request 2 is un-merged from Request 1 we get the following:

R1 incoming
R1 auto-response
R2 auto-response

R1 support rep response A

R2 support rep response B

R1 support rep response C

R2 incoming

As you can imagine loosing all of the related information for Request 2 is a bit of a pain. Wilst we are able to split any other incoming conversations from Request 1 and re-merge them with Request 2, being unable to move outgoing responses from one request to another means that Request 2 is fundamentally missing important information related to the request.

If this has already been resolved please let me know, otherwise this would be a very useful thing to resolve/enhance so that conversations items stayed with their original request or we were able to move/copy conversation items between requests. I expect this isn't a small change and also that a relatively small number of you will have experienced this, but if it can please go on the roadmap for consideration I'd appreciate it.

Andy