[Internal] Split a Ticket
When a client replies to a ticket, it bumps ahead
of the line. Zoho Desk gives the option to
split a ticket, thereby creating an entirely new ticket. This places the client’s new reply in the order it was received. The best time to split a ticket
is when the client's reply is unrelated to the original ticket or for example, if the client replies
with "more videos" to upload. Use your best judgement.
Splitting a Ticket
1) Login to Zoho and navigate to Desk. The ticket
list My Open Tickets appears.
2) Open the ticket to split. The ticket details appear.
3) Locate
the customer's conversation to split out into its own ticket.
4) Hover
the mouse over the far right of the conversation. The More Actions (â—â—â—) icon appears.
5) Click
the More Actions icon and the menu appears.
6) Click Split as new Ticket.
7) Click Yes to confirm.
|
NOTE: With a split ticket, the client's reply is automatically removed from the original ticket and placed in a new ticket. The new ticket will be unassigned and go back into the Unassigned Open Ticket Queue. The original ticket remains in the original rep's open tickets. |
How to Handle the Original Ticket
|
NOTE The status of the ticket before the client replied will determine how to handle the original ticket. |
9) Click
Close Ticket.
10) If
the ticket was open, reply
to the client letting them know a new ticket has been created for their new
question. If the current ticket (question) is unresolved, continue to help the client. If the current ticket has been resolved, let the client know you are going to close the current ticket. See example below.
Thank
you for reaching out to us. I’ve created a new ticket for your new question. A
Customer Care Representative will be answering it within the next 1-2 business
days. Because we were able to resolve this ticket, I am going to close it out
for you now. To re-open it, just reply to this email.
What to do with the New Ticket
11) The new ticket will be
reassigned and will need to be renamed to match the content of the new ticket.
To rename the ticket, click on the Ticket ID to view the details.
12) Hover the mouse to the right of your name until the Edit Ticket (i.e., pencil) icon
appears.
13) Click
the pencil icon.
14) It brings up the option to
edit the ticket information, including the Subject.
15) Change the subject to match
the content of the new ticket. For example: Video Uploads or Font
Override.
16) Click Save at the bottom
of the page.
17) Work the ticket as normal,
but remember if needed, to let the client know "(Original Rep name) asked me
to follow up with you."
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