Split Ticket

SplitTicket is a Freshservice marketplace app that enables agents to split a single ticket into multiple focused tickets directly from the ticket sidebar. It helps IT support teams separate unrelated requests into individual tickets without manually recreating records.

The Problem:

Service requests often contain multiple unrelated issues, making them difficult to assign, prioritize, and resolve efficiently. Agents must manually create new tickets, copy conversations, transfer attachments, reassign ownership, and maintain references between related tickets, resulting in increased effort and a greater risk of errors.

The Solution:

SplitTicket automates the ticket-splitting process through a guided workflow. Agents choose which conversations and attachments to move, configure the new ticket, and optionally update or close 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 work.

Business Value:

• Reduces ticket handling time and operational effort.
• Improves queue organization by separating unrelated service requests.
• Preserves conversations, attachments, and ticket context.
• Enables accurate assignment and prioritization of individual issues.
• Improves service delivery through independent tracking and faster resolution.
• Works directly within Freshservice 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 Freshservice ticket pages.

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