Why Split Tickets in Freshdesk?
If your customers respond with a new or an unrelated query on an existing ticket, you can choose to deal with it separately by using the Split Ticket option. You can split only a customer response into a new ticket.
Splitting your ticket will ensure that both the original inquiry and each follow up inquiry will be counted in our Freshdesk tally of hotline tickets.
How do I Split a Ticket?
Please review the attached slides that contain Freshdesk screen prints that demonstrate how to split a ticket.