From time to time, you may receive a ticket or an answer inside an existing ticket about two completely separate issues which would need to be handled by different agents or departments. To keep the communication organized and more efficient, you may want to split the message which will create a duplicate in a new ticket that you can then assign to the appropriate agents or departments.
How to use it
When you receive a message with two separate issues, simply click the three dots on the right side of the message and choose the Split option.
After selecting Split, a second ticket will be created automatically with the same message and content as the original message, without any other interaction from the agent. You can then either answer the first issue in the original ticket or you can assign it to the correct agent or department.
After you handle or assign the first issue, another agent or department can handle the second issue in the new split ticket.