How to track split tickets in Zendesk views and triggers

To track split tickets in Zendesk, use what Twigwell writes on every split: the "Split from ticket" field on each new ticket (it holds the original ticket's number) and the tags twigwell_child and twigwell_parent. Build a view in Admin Center > Workspaces > Agent tools > Views with the condition "Split from ticket is present", or a tag condition, and every split ticket shows up in one list.

What Twigwell records

Twigwell adds the field at install. To show it on the ticket itself, add "Split from ticket" to your ticket forms. Views and triggers can use it either way.

Build a view of split tickets

1. Open Views in Admin Center > Workspaces > Agent tools > Views and click Create view.
2. Name it, for example "Split tickets, unsolved".
3. Add conditions:
   • "Split from ticket" is present, or Tags contain at least one of twigwell_child
   • Status less than Solved
4. Add columns such as Subject, Requester, Group and "Split from ticket", so agents see the original's number at a glance.
5. Save.

Zendesk's Creating views article covers conditions and columns in full.

Views worth having

Use the tags in triggers

Because each new ticket arrives with twigwell_child (plus any Extra tags the agent added), triggers can react to it. Examples:

• Route split tickets that also carry an extra tag such as billing to the Billing group.
• Set a priority or add a follow-up tag on every ticket with twigwell_child, so splits are easy to spot in your queues.

New tickets open with an internal note by default, so nobody is emailed by the split itself. When an agent picks a public option, your triggers decide who is emailed.

Report on splits

Tags and the "Split from ticket" field are ticket data like any other, so they're available wherever you report on tickets, including Explore. Count tickets with twigwell_child per month to see how often conversations wander, or compare by group to see which teams receive the most split-out work.

Tune what the notes say

Admins set the wording in Twigwell's settings:

• Note on the original ticket turns the original's internal note on or off; Original ticket note is its template, one line per new ticket.
• New ticket note is the internal note pointing back at the original. To add only the file links for one split, an agent unticks Note linking back to the original in the split window.

Placeholders: {{parent.id}}, {{parent.subject}}, {{child.id}}, {{child.subject}}, {{agent.name}}, {{comment_count}}, {{requester.name}}.

If you uninstall

Zendesk removes the "Split from ticket" field and its values, which stay in each ticket's history. The tags and notes stay, so tag-based views keep working.

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. The Twigwell documentation has every setting.