How do I split a customer response into a new ticket?
Modified on: Fri, 14 Dec, 2018 at 9:25 AM
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.
Applicable plans
Sprout
Blossom
Garden
Estate
Forest
Estate Omnichannel
Forest Omnichannel
If your customers respond with a new or an unrelated query on an existing ticket, you can choose to deal with it separately by using the Split Ticket option. You can split only a customer response into a new ticket.
This would facilitate better tracking metrics and will also help to regulate your SLA compliance. The Split Ticket feature is available only from the Blossom Plan on Freshdesk.
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