Sometimes a customer may include multiple requests, issues, or questions within a single ticket conversation. When those requests need to be tracked and resolved separately, agents can use the Split Ticket feature to create a new ticket from a customer’s reply.

The newly created ticket can be assigned independently, worked on by a different team or agent, and linked back to the original ticket for easy tracking.

Check out this video tutorial for more details.

Prerequisite

To split a customer’s reply into a new ticket, an agent must have the following permission:
Reply Ticket via the Agent Portal

For more information, explore Managing Agent Roles and Permissions in BoldDesk.

How Ticket Splitting Works

When a customer sends a reply containing multiple requests, agents can create a separate ticket from that reply and track it independently.
The Split Ticket feature allows agents to:

• Create a new ticket from a customer reply.
• Assign the new ticket to a different agent or group.
• Maintain a relationship between the original and newly created tickets.
• Preserve the conversation context while tracking separate issues individually.
• Automatically record the split action in both tickets’ history.

This helps support teams improve ticket organization and ensure unrelated issues are handled through separate workflows.

Steps to Split a Customer Reply

1. Select the Customer Reply

• Open the ticket and navigate to the Messages tab.

• Locate the customer reply that contains the request you want to track separately.

• Click the More Options (⋮) menu next to the reply.

• Click Split Ticket.
  

  
  
  

2. Configure the New Ticket

The Split Ticket dialog opens.

• Review the automatically populated Title and Description fields.
• Update the content as needed to accurately reflect the issue being moved into the new ticket.
• Choose how the new ticket should be assigned:

  • Auto Assign – Automatically assigns the ticket based on your configured routing rules.

  • Manual Assignment – Select a specific group or agent.
    

    
    
    

3. Choose Additional Options

Optionally, include information from the original ticket in the new ticket by selecting:

• CC Recipients

• Watchers

• Attachments
  

  
  
  

This helps preserve relevant context for the new ticket.

4. Define the Ticket Relationship

Under Association with Current Ticket, select the relationship that should exist between the original ticket and the newly created ticket.
This relationship helps agents understand how the two tickets are connected and enables easier tracking from either ticket.

5. Create the Ticket

• Review the ticket details and selected options.
• If required, select Don’t send an email to prevent email notification from being sent to the requester.
• Click Split.

  • A new ticket is created and linked to the original ticket.
    

    
    
    

What Happens After Splitting?

Once the split operation is completed:

• A new ticket is created from the selected customer reply.
• The new ticket can be assigned and managed independently.
• The original and new tickets remain linked through the selected ticket relationship.
• The split action is recorded in the History section of both tickets.
• The requester receives an email notification unless Don't send an email was selected during the split process.

Frequently Asked Questions

1. Can I split a reply more than once?
   Yes. If a customer reply contains multiple unrelated requests, you can create separate tickets from the same customer reply as needed, provided the Split Ticket option is available for that message.

2. Does splitting a ticket remove the customer’s reply from the original ticket?
   No. The original ticket remains unchanged. Splitting creates a new ticket while preserving the original conversation and maintaining a relationship between both tickets.

3. Will the new ticket have its own ticket number?
   Yes. The split ticket is created as a completely new ticket with its own unique ticket ID, status, assignment, and workflow.

4. Can I update the title and description before creating the split ticket?
   Yes. The title and description are automatically populated from the original ticket, but you can modify them to better represent the specific issue being moved to the new ticket.

5. Can I prevent the requester from receiving an email notification?
   Yes. Select the Don’t send an email option in the Split Ticket dialog before clicking Split.

Related Articles

1. How to Share a Ticket in BoldDesk
2. How to Merge Tickets in BoldDesk