{"id":4320,"date":"2026-05-29T21:33:35","date_gmt":"2026-05-29T21:33:35","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4320"},"modified":"2026-05-29T21:33:35","modified_gmt":"2026-05-29T21:33:35","slug":"split-ticket-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/split-ticket-zoho-desk\/","title":{"rendered":"Split Ticket"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">Splitting a ticket in Zoho Desk divides a single ticket that contains multiple unrelated issues into two or more separate tickets. This ensures each issue can be assigned, tracked, and resolved independently with its own SLA timeline.<\/div>\n<div class=\"gt-section\">\n<h2>When to Split a Ticket<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>How Ticket Splitting Works<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Split Ticket and SLA<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A customer emails about a payment failure (billing issue) and a broken export feature (technical issue) in the same message. The agent splits the ticket: the original goes to the billing team for the payment issue; the new ticket goes to the technical team for the export bug. Each is resolved independently.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/merge-tickets-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Merge Tickets<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/sub-ticket-child-ticket-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Sub-ticket (Child Ticket)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/ticket-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Ticket<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/department-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Department (Desk)<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is Split Ticket in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What happens to the original ticket when it is split in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Split ticket in Zoho Desk divides a single ticket with multiple issues into separate tickets, each independently assigned and tracked with its own SLA.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Split Ticket | Zoho Desk Glossary","seo_description":"Split ticket in Zoho Desk divides a single ticket with multiple issues into separate tickets, each independently assigned and tracked with its own SLA.","seo_keyword":"split ticket zoho desk","seo_faqs":"[{\"q\": \"What is Split Ticket in Zoho Desk?\", \"a\": \"Splitting a ticket divides a single ticket containing multiple unrelated issues into separate tickets. 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