When a ticket conversation drifts into a separate topic, you can split it into two tickets. The reply you select - along with all replies after it - moves into a new ticket. The original ticket keeps its earlier replies intact.
Splitting a ticket
- Open the ticket you want to split
- Expand the reply where the new topic begins
- Click the three-dot menu on that reply
- Select Move to a new ticket
- Confirm in the dialog - it shows how many replies will move
The selected reply becomes the body of a new ticket. All replies that came after it move to the new ticket automatically. The original ticket keeps everything before the split point.
What happens after a split
- New ticket is created with the split reply as its body. Attachments and email metadata (CC, BCC) carry over.
- Later replies move to the new ticket in their original order.
- Earlier replies stay on the original ticket, unchanged.
- Requester stays the same on both tickets. The reply author becomes the submitter of the new ticket.
- No notification is sent to the customer when a ticket is split.
- Audit trail records the split, including who performed it and how many replies moved.
- Other agents viewing either ticket see the changes in real time.
When to split a ticket
- A customer raises a second, unrelated issue in the same thread
- An email thread has been incorrectly grouped due to threading headers and contains messages from separate conversations
- A long conversation has branched into a topic that needs its own assignment or tracking
Reversing a split
A split cannot be reversed. If you split a ticket by mistake, you can merge the new ticket back into the original.
Split vs. merge
| Action | What it does | When to use |
|---|---|---|
| Merge | Combines two tickets into one | Duplicate tickets about the same issue |
| Split | Separates one ticket into two | One ticket covering multiple issues |