Articles in this section
Category / Section

Splitting a Customer’s Reply to a New Ticket


Sometimes a customer’s reply may have multiple queries. So, agents may use the “Split Ticket” feature to create a new ticket from the reply quickly. This option is available in replies added by the requester or any other contact. Agent replies cannot be split into a new ticket.

Check out the video explaining this feature

  • To split a reply and create a new ticket, click the Split Ticket icon near the customer reply, as shown in the screenshot.

Split Ticket Icon.png

  • After clicking the Split Ticket icon, the dialog appears as shown below.

  • Enter the subject and description, and modify the assignee if needed. The rest of the fields will be inherited from the current ticket, and an email notification will be sent to the requester.

Split Ticket Dialog.png

  • When splitting the tickets, options are available to link the tickets.

Linking Option Page.png

  • After splitting the tickets, the ticket’s history will be logged for both tickets.

Ticket History Page.png

Note: To split a customer’s reply, an agent should enable the Reply ticket via the agent portal checkbox.

Reply Permissions.png

Was this article useful?
Help us improve this page
Please provide feedback or comments
Comments (0)
Please sign in to leave a comment