Best way to split a ticket for a follow on request | Community
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Best way to split a ticket for a follow on request

  • March 25, 2026
  • 1 reply
  • 55 views
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In the instance where you have resolved a clients original question, and they reopen the ticket after a number of days/weeks with an unrelated query, what is the most efficient way (least number of clicks/typing) to take their latest query and have this log separately?

The advice from before (

) seems outdated as Linked tickets are now grouped into Tracker, Back-office, or Side, which this doesn’t seem to cover (unless I’m misunderstanding the use cases).

Thanks!

Best answer by Dara K

Hey ​@Simon O'Keeffe to be honest the best approach would still be creating multiple tickets in the conversation or just create a new conversation. If you don’t want customers to reopen closed conversations you would be better off just setting the messenger up so that they can’t reply once it’s closed and have to start a new conversation.

Check out this article to learn how.

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    Intercom Team
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    • Dara KIntercom Team
    • Intercom Team
    • Answer
    • April 10, 2026

    Hey ​@Simon O'Keeffe to be honest the best approach would still be creating multiple tickets in the conversation or just create a new conversation. If you don’t want customers to reopen closed conversations you would be better off just setting the messenger up so that they can’t reply once it’s closed and have to start a new conversation.

    Check out this article to learn how.

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