TwigwellSplit comments that belong elsewhere into new tickets, with the right requester, linked both ways.
Full name: “Twigwell: Split Tickets”
$4 a month per agent. 14-day free trial (Zendesk asks for a card at install). Billed monthly by Zendesk. No free plan.
When one ticket turns into two conversations, split it. A CC replies with a billing question on a login ticket. A customer adds "also, unrelated..." to the end of a thread. Someone forwards three requests in one email. Twigwell moves the comments that belong elsewhere into a new ticket, with the right requester, fields and tags, and links the two tickets so nobody loses the history.
Twigwell is built by Great Work LLC. It is not made or endorsed by Zendesk.
What you get
Split exactly what belongs elsewhere
Pick any number of comments, from anywhere in the thread, and carry them into the new ticket in their original order, each under the author's name and date. Several new tickets in one go. Three questions in one email become three tickets, each with its own comments, subject and requester.
Nothing reaches the customer unless you choose it
The new ticket opens with an internal note by default, so nobody is emailed. Or open it with a public reply from you, or as the requester's own message. Twigwell refuses to put an internal note into a public comment. Your team's notes stay internal.
Keeps everything connected
Tags, custom fields, form, brand, priority, type and CCs carry over (each one switchable), and the assignee and group follow the original, you, or a group you pick. A "Split from ticket" field on every new ticket, so you can build views, triggers and reports on splits. The sidebar shows where a ticket came from and what was split from it.
Questions about Twigwell
What does Twigwell do?
Split comments that belong elsewhere into new tickets, with the right requester, linked both ways.
What does Twigwell work with?
Twigwell works in Zendesk Support.
How much does Twigwell cost?
Standard: $4 a month per agent.
Is there a free trial?
14-day free trial (Zendesk asks for a card at install). Billed monthly by Zendesk. No free plan.
How do I get Twigwell?
Email hello@greatwork.company and we'll help you get Twigwell set up.
Who makes Twigwell?
Great Work LLC, an independent software company. Email hello@greatwork.company with any question about Twigwell and a person will answer.
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