Spawn or Split a Ticket - Zoho Desk Knowledgebase

Spawn a New Ticket

More often than not, your customers continue to reply to the same ticket with their new requests. It also happens that a conversation might evolve into an entirely different topic that it needs the help of your colleague. Such situations can be handled efficiently by creating a new ticket from a reply. The spawned tickets will contain the customer's response.

To split a ticket:
  1. Open a ticket to view its details. 
  2. Click the More Actions icon  ) corresponding to the customer's conversation you want to split.
  3. Click Split as new Ticket from the drop menu. 
  4. Click Yes to confirm.

The email reply will be split into a new ticket with a unique Ticket Id.

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