Easy Tech TutsHow to Split a Ticket in Freshdesk
By Impran M N
Sometimes a single ticket ends up covering two unrelated issues, making it hard to track resolution. This guide shows how to split a ticket in Freshdesk into two separate ones.
01Open the ticket to split
Go to the ticket containing the conversation that covers multiple issues.
02Find the split option
Locate the split ticket action, typically available in the ticket's menu of options.
03Select the content to move
Choose which part of the conversation should move into the new, separate ticket.
04Confirm the split
Confirm the action, which creates a new ticket while keeping the original conversation intact for the remaining issue.
Frequently asked questions
Does splitting a ticket create a brand new ticket number?
Yes, the split-off portion becomes a new ticket with its own ticket number.
Can I split a ticket into more than two parts?
You can typically split off one section at a time, repeating the process if there are multiple unrelated topics.
Does the customer see both tickets?
Yes, the customer will generally see both the original and the newly split ticket in their history.
Can I assign the split ticket to a different agent?
Yes, once split, the new ticket can be assigned independently to whichever agent should handle it.
Watch the full walkthrough
The same steps, demonstrated on screen from start to finish.
