How to split one email into several Zendesk tickets

To split one email into several Zendesk tickets, install Twigwell, open the ticket and click Split this ticket. Set up the first new ticket, then click Add another new ticket for each other request, up to five per split. Each new ticket gets its own comments, edited text, subject, requester, group and status. Click the Split into button once, and every new ticket is created and linked back to the original.

When this helps

• A customer writes about a billing problem, a bug and a feature request in one message.
• A partner forwards three customer issues in one email.
• One message needs two teams: an order question for support and an invoice question for finance.

Separate tickets let each team work its own part, and keep your per-issue reports accurate.

Steps

1. Open the ticket and click Split this ticket in the apps sidebar.
2. Set up the first new ticket. Tick the comments for it. When all the requests are in one comment, click Edit the text and keep only the part for this ticket.
3. Give it a subject, such as "Billing: duplicate charge".
4. Pick the requester, often the same customer.
5. Route it. Under Assign to, choose a group such as Billing, or leave it with Nobody (routing decides).
6. Click Add another new ticket. A second draft opens with its own comments and settings.
7. Repeat for each request, up to 5 new tickets per split.
8. Decide what the original becomes. It keeps its conversation. Often it stays as the ticket for the first request, or you set it to Solved once everything is split out.
9. Click the Split button, which reads Split into 3 new tickets for three drafts. The result lists each new ticket with its own Undo.

Each new ticket's settings

Tags, custom fields, form, brand, priority, type and CCs can carry over from the original. If a custom field must never carry over (a survey score, an order number), an admin lists its id in Never copy these custom fields.

Tell the customer once

Under The original ticket, tick Also reply publicly and write one reply that covers every new ticket, for example: "I opened #{{child.id}} for your other questions, so we can answer each one properly." With several new tickets, {{child.id}} lists all their numbers. The internal note on the original lists one line per new ticket, using the template in Original ticket note.

Limits to know

Find them later

Every new ticket holds the original's number in "Split from ticket" and carries the twigwell_child tag. The original carries twigwell_parent and shows "Split into" with each new ticket in the sidebar.

What it costs

Twigwell is $4 per agent per month on the Standard plan, billed monthly by Zendesk, with a 14-day free trial and a card at install. Several tickets per split are included. See the Twigwell documentation for every setting.