Splitting a Customer’s Reply to a New Ticket
Updated:
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
- On the ticket messages tab, select the customer message and click the more options icon (⋮) next to it.
- Choose the Split Ticket option to open split ticket section.
- 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.
- Assign the ticket either automatically (Auto Assign) or directly by selecting a group or agent.
- You can optionally include CCs, Watchers, and Attachments from the original ticket by checking the corresponding boxes.
- In the Association with current ticket section, specify the type of relationship that should be established between the new ticket and the original one.
- 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.
- The requester of the split ticket will receive an email notification, unless the Don’t send an email checkbox in the split ticket dialogue pop-up is selected.
- To split a customer’s reply, an agent should have the Reply ticket via the agent portal permission.
FAQ: Does BoldDesk support the option to split tickets?
Yes. BoldDesk supports splitting a customer’s reply into a new ticket using the Split Ticket option.
- Where it’s available: In the ticket’s Messages tab, on customer (requester/contact) replies only.
- Not supported for: Agent replies and agent notes (they cannot be split into a new ticket).
- How it works (high level): An agent selects a customer message → More options (⋮) → Split Ticket → reviews/edits the auto-filled title/description → assigns the new ticket → clicks Split to create the new ticket.
- Logging/notifications: The split action is recorded in both tickets’ History; the requester is notified by email unless “Don’t send an email” is selected in the split dialog.
