Support Help

Split Tickets

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

You respond to a customer ticket 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 ticket and assign it to an agent to work on it.

Now let us see how you could split a ticket:

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

Split Requests