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Twigwell: setup and user guide

What Twigwell does

Twigwell splits a Zendesk ticket. When a thread starts carrying a second conversation (a CC asks about something else, a customer adds an unrelated question, one email holds three requests), you pick the comments that belong elsewhere and Twigwell creates a new ticket from them, with the right requester, fields and tags, linked to the original.

Install

  1. In the Zendesk Marketplace, open Twigwell and choose Install. Choose the Standard plan; the 14-day trial starts and Zendesk asks for a card. Billing starts when the trial ends unless you uninstall.
  2. Optional: restrict the app to roles or groups (Admin Center > Apps and integrations > Zendesk Support apps > Twigwell > Role restrictions).
  3. Optional settings (same page):
    • Note on the original ticket and its wording.
    • New ticket note wording.
    • Copy tags, Copy custom fields and Copy CCs by default.
    • Never copy these custom fields: field ids separated by commas.
    • Open new tickets publicly by default (off: new tickets open with an internal note).

Twigwell adds one ticket field at install, "Split from ticket". Add it to your ticket forms if you want agents to see it on the ticket, and use it in views ("Split from ticket is present"), triggers and Explore reports.

Placeholders for the notes and the public reply: {{parent.id}}, {{parent.subject}}, {{child.id}}, {{child.subject}}, {{agent.name}}, {{comment_count}}, {{requester.name}}.

Split a ticket

  1. Open the ticket. In the apps sidebar, click Split this ticket. The split window opens.
  2. Tick the comments that belong in the new ticket. They are carried over oldest first, each under its author's name and date (untick "Name and date above each comment" for the words only).
  3. Check the subject and the requester. Twigwell suggests the person who wrote the first comment you picked, so a CC's question becomes the CC's ticket. Choose anyone on the thread, or "Someone else" and type an email.
  4. Choose how the new ticket opens:
    • Internal note: nobody is emailed. The default.
    • Public reply from you: your triggers decide who is emailed.
    • Public, as the requester's own message: reads as if the requester wrote in. Twigwell will not open a ticket publicly with an internal note in it; untick the note or open it internally.
  5. Assignment (same as the original, you, a group, or nobody), status, and whether tags, custom fields and CCs carry over. Add extra tags if you like.
  6. Edit the text if only part of a comment belongs in the new ticket. Your edited text replaces the carried comments.
  7. More than one new ticket? Click Add another new ticket (up to 5 per split). Each has its own comments and settings.
  8. Under The original ticket, keep or turn off the internal note, optionally write a public reply (for example "I opened #{{child.id}} for your billing question"), and choose its status.
  9. Click Split. The result lists each new ticket with Undo.

After splitting

  • The new ticket has the original's number in "Split from ticket", the twigwell_child tag and, if on, an internal note linking back. Files attached to the carried comments stay on the original and are linked from that note.
  • The original keeps its subject, fields and conversation. It gets the twigwell_parent tag and, if on, an internal note listing the new tickets.
  • The sidebar shows "Split from" on a new ticket and "Split into" on the original. New tickets can take a minute to appear there (Zendesk search).
  • Undo deletes a new ticket (an admin can restore it from Deleted tickets for 30 days) and adds a note to the original. Agents need permission to delete tickets. Undo cannot recall an email that was already sent.

Limits

  • Up to 5 new tickets per split.
  • One comment in Zendesk holds up to 65,535 characters; Twigwell warns before a split would go over.
  • Attachments are linked, not copied: Zendesk apps cannot move file contents between tickets.
  • A closed ticket cannot be changed, so a split from a closed ticket adds no note to it.

Data

Twigwell runs in your browser inside Zendesk, calls only your Zendesk account as you, and keeps nothing outside Zendesk. See the privacy policy: https://greatwork.company/apps/twigwell/privacy.

Help

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