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Split Ticket
Effortlessly split complex tickets in Freshdesk for faster, focused support.
Verified App
Split Ticket is a Freshdesk marketplace app that enables agents to split a single ticket into multiple focused tickets directly from the ticket sidebar. It helps support teams handle customer requests containing multiple unrelated issues without manually recreating tickets.
The Problem:
Customers often submit multiple requests in a single ticket, making it difficult to assign, prioritize, and track each issue independently. Agents must manually create new tickets, copy conversations, transfer attachments, reassign ownership, and maintain links between related tickets, increasing handling time and the risk of errors.
The Solution:
Split Ticket automates the ticket-splitting process through a guided workflow. Agents select the conversations and attachments to move, configure the new ticket, and optionally update the original ticket. The new ticket inherits key information from the source ticket while allowing agents to modify fields as needed, preserving context and reducing manual effort.
Business Value:
- Reduces ticket handling time and manual effort.
- Improves queue organization by separating unrelated issues.
- Preserves conversations, attachments, and ticket context.
- Enables accurate assignment and prioritization of individual issues.
- Improves customer experience through independent issue tracking and faster resolution.
- Works directly within Freshdesk for a seamless agent experience.
Limitations:
- Split history displays only the most recent child ticket.
- Sidebar updates rely on polling rather than real-time synchronization.
- Attachment transfer continues even if individual files fail to download.
- Available only on Freshdesk ticket pages.
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