Splitting Tickets

You can turn one ticket into two separate tickets. The new ticket contains the responses you selected. The original ticket keeps the responses you did not select. You can also link the new ticket to the original ticket.

Steps:

1. Access the Support Manager.

2. View Tickets.

3. In the Reply and Comment section, find the response you want to split off. Click Split for that response. To split off several responses, select them and click Split selected.

   The Split Ticket page appears.

4. In the New ticket subject field, enter the subject of the split ticket. If you leave this field empty, the system uses the original ticket's subject.

5. In the Link Tickets field, select the relationship the new ticket should have to the original ticket.

   Note:  This field has no default selection. Choose a relationship, for example Duplicate of, Related to, or Depends on, before you submit the form.

6. In the Internal Ticket field, select Yes to make the split ticket visible only to internal users. Select No to let the client view the new ticket.

   Note:  Internal Ticket is a required field. It has no default selection. You must choose Yes or No before you split the ticket.

7. Click Split ticket.

   The new ticket appears.