Tickets should be split when a customer raises two or more separate issues in one message, especially if the issues belong to different departments. A billing query and a technical issue in the same email would be more effectively handled as separate tickets with separate assignments.
The original ticket is split into a new ticket, which gets its own ticket number and can be assigned independently. The original ticket retains its history. Both tickets reference each other, giving agents context about the split.
When a ticket is split, the new ticket receives a fresh SLA timer from the time of splitting. This is important because the original ticket may already have elapsed a portion of its SLA time, while the new issue starts its timer fresh from when it was recognised as a separate matter.
Splitting a ticket divides a single ticket containing multiple unrelated issues into separate tickets. Each new ticket can be assigned to a different team with its own SLA timeline, preventing one issue from blocking resolution of another.
The original ticket retains its conversation history and remains open with its original ticket number. A new ticket is created for the split-off issue. Both tickets reference each other so agents can see the connection.
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