Plan requirement
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| Access | Agent |
One ticket that turns out to be two problems should become two tickets. Zendesk does not split, so here is how it is actually done.
There is no split button
Merging exists; splitting does not. What you do instead is create a second ticket for the other problem and link the two, which gets you the same result with a little more typing.
Split by hand
- Decide which problem stays on the original ticket. Usually the one the customer wrote about first.
- Create a new ticket with the same requester.
- Give it a subject that names the second problem clearly, not "part 2".
- Copy across the relevant part of the conversation as the description, so the new ticket reads on its own.
- Add an internal note on both tickets pointing at the other.
- Tell the customer, in one reply, that you have opened a second ticket and what each one covers.
Why bother
Two problems on one ticket means one status, one assignee and one resolution time for two pieces of work. The faster one waits for the slower one, your figures describe neither accurately, and whoever picks it up next has to work out which half is still open.
Tell the customer
People find a second ticket number confusing unless you explain it. One sentence saying which number covers which problem prevents them replying to the wrong one, which would put you back where you started.
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