Splitting a Customer’s Reply to a New Ticket in Mobile App
In some scenarios, a customer or requester may include multiple queries in a single ticket that need to be handled separately or independently. The Split Ticket feature allows agents to quickly create a new ticket from a specific reply, streamlining ticket management.
Note:
- This feature is only available for the replies added by the requester or any other contacts.
- Agent replies and notes cannot be split into a new ticket.
To split the requester’s message, follow these steps:
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Open the ticket and go to the Messages tab.
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Click the More Options icon (⋮) next to the customer message.
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Select the Split Ticket option to open the split ticket section.
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The Title and Description will be automatically filled with content from the original ticket. You can edit them to better align with the specific details of the new request.
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Choose the Assignment Mode:
- Auto Assign- Uses automation rules to assign the ticket.
- Direct Assignment - Select an agent or group to directly assign the ticket.
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Optionally, include CCs, Watchers, and Attachments from the original ticket by checking the corresponding boxes.
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In the Association with Current Ticket section, choose the type of relationship between the new ticket and the original one.
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Click Split to create the ticket.
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Once the tickets are split, the action will be logged in the history section of both tickets.
Note:
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The requester of the split ticket will receive an email notification, unless the Don’t send an email checkbox is selected.
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To hide the On behalf of requester label in the new ticket’s description, check the box next to Exclude “On behalf of requester” option.
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To split a customer’s reply, agents must have the “Reply ticket via agent portal” permission enabled. For more detailed instructions on how to manage roles and permissions, please refer to the following article: How to Manage Roles and Permissions
Related Articles
Splitting a Customer’s Reply to a New Ticket
Creating a Ticket on Behalf of the Requester
