Splitting a Ticket
The split as new Ticket function in the tickets module allows you to split a customer ticket with two different inquiries into separate tickets. For instance, if your customer initially enquired about the purchase price and now wants to know the technical functions of your product, then you can create a new ticket from a reply using split as new Ticket function. This allows you to discuss sales-related questions in the original ticket and assign/transfer the technical-related questions to the appropriate department or agent.
Note: The splitted ticktes will retain the customer's response.
Benefits of using Split Ticket
- Increases efficiency.
- Reduces delay in addressing the customer tickets.
- Improves communication and provides better clarity.
To split a ticket
- In the Tickets module, open the desired ticket.
- Click the More Actions icon corresponding to the customer's conversation you want to split.
- Click Split as new Ticket from the drop-down menu.
- Click Yes to confirm.
The email reply will be split into a new ticket with a unique Ticket Id.
To assign the splitted ticket
You can assign or transfer the splitted ticket to the appropriate department or agent.
- Open the Splitted Ticket.
- In the Ticket Properties, click the Edit icon.
- In the Edit Ticket page, select the desired Department and Ticket Owner from the drop-down.
Edit other fields accordingly, if needed. - Click Save.
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