Splitting a Customer’s Reply to a New Ticket

Sometimes, a customer’s reply may include multiple queries that can be addressed separately or independently. In this case, agents may use the Split Ticket feature to quickly create a new ticket from the reply. This option is only available in the replies added by the requester or any other contact. Agent replies and notes cannot be split into a new ticket.

Check out the video explaining this feature

Splitting a reply into a new ticket

1. On the ticket messages tab, select the customer message and click the more options icon (⋮) next to it.
2. Choose the Split Ticket option to open split ticket section.
3. The Title and Description will be automatically filled with content from the original ticket. You can edit these fields to better align with the specific details of the new request.
4. Assign the ticket either automatically (Auto Assign) or directly by selecting a group or agent.

6. You can optionally include CCs, Watchers, and Attachments from the original ticket by checking the corresponding boxes.

6. In the Association with current ticket section, specify the type of relationship that should be established between the new ticket and the original one.

8. Click Split to complete the action and a new ticket is created.

Once the tickets are split, the splitting action will be logged in the history section of both tickets.