What is/How To Split Ticket?
Modified on: Tue, 18 Jun, 2024 at 3:45 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
Possible Query:
Resolution Path:
My end-user is using the same ticket to report different issues. Is it possible to split the response as a new ticket?
If the end-users respond with a new or unrelated query on an existing ticket, the customers can deal with it separately using the Split Ticket option inside a ticket. This would facilitate better tracking metrics and help regulate the customer's SLA compliance.
Screenshot for reference:
We can only split a customer's response into a new ticket and not an agent's response.
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