Yes, you can split a ticket in Zoho Desk, turning a specific reply or thread within an existing ticket into a brand new, separate ticket.
Why you'd split a ticket
A single ticket sometimes ends up covering more than one distinct issue, for example a customer raising a second, unrelated problem partway through an email thread. Splitting lets you separate that second issue into its own ticket, so it can be tracked, assigned, and resolved independently rather than getting lost inside the original conversation.
How to split a ticket
- Open the ticket containing the thread you want to separate out.
- Select the specific reply or thread you want split off.
- Choose the option to split it as a new ticket.
Current limitation: You can only select a single incoming thread to split at a time. Selecting multiple threads or notes together, and splitting them all into one new ticket in one action, is not currently supported, though it has been requested by users and may change in future.
Doing it via the API
The Deluge task zoho.desk.ticket.split lets you split a specific thread from a ticket programmatically, useful if you want to trigger a split automatically as part of a workflow rather than doing it manually every time.
Need help? 1 Cloud Consultants can help you set up ticket splitting workflows, including automating splits via Deluge where it makes sense.
Book a discovery call with 1 Cloud Consultants.
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