The ticket split function allows an agent to take a reply and split it into a new ticket. This is helpful when a customer starts to commingle topics inside of a ticket. You can also duplicate the original ticket post which is helpful when an opening post has multiple questions and you prefer to handle each question on a separate ticket.
To copy the opening ticket post to a new ticket just click the Create New Ticket button that shows up. That’s it. The new ticket and the existing ticket will have a notation made about the split (see image above for an example of that notation).
Note: You aren’t allowed to edit the new ticket contents – all edits and clarifications will have to still take place in the replies.