Split work and create a follow-up ticket
Separate a second issue while preserving the relationship to the original request.
- An eligible source record and permission to create the linked work.
Step-by-step walkthrough
- 01
Open the source ticket and decide whether there are two independently actionable issues. A split is useful when different work needs its own ownership or resolution.
- 02
Use the available split or follow-up control and select only the messages needed for the new issue. Review the subject and any required form information before confirming.
- 03
After creation, open the new record and verify its owner, status, and selected context. The original ticket keeps its history and does not silently become the new record.
- 04
Use linked-ticket navigation to move between records you are allowed to see. If access changes after a transfer, a link may no longer reveal the other record.
- 05
For a completed issue that needs new work, use a follow-up where appropriate instead of changing historical resolution without context.
Expected result
Separate work with a traceable relationship to the original conversation.
Important details
Linked-ticket operations have channel and permission restrictions. A control available for website chat may not be available for an external channel.
Need help with this workflow? Contact the team and include this guide’s title.