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:
Open a ticket to view its details.
Click the More Actions icon ( ) corresponding to the customer's conversation you want to split.
Click Split as new Ticket from the drop menu.
Click Yes to confirm.
The email reply will be split into a new ticket with a unique Ticket Id.