Support Help

Split Requests

Did you know that you can split a request into two? Imagine the following situation.

You respond to a customer request and resolve her issue1. She then thanks you for the resolution and emails you about issue2. In this situation, you can split the thread about this issue2 into a new request and assign it to a support rep to work on it.

Now let us see how you could split a request:

  1. Click Requests tab.
  2. In the Request List page, open the request containing the conversation.
  3. In the Request Detail page, hover your mouse over the thread you intend to split.
  4. Click Split as new Request.
  5. Click OK in the following dialog box.
    The customer's conversation thread will now be created as a new request.

Split Requests