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How to split a message into a ticket in YakDesk

Growth and AgencyAgents, admins and owners

Customers often add an unrelated question to an existing thread. Splitting that message into its own ticket lets each problem have its own owner and status, so neither gets lost.

Before you start

  • A Growth or Agency plan (tickets are included)

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Transcript

Move an unrelated message out of a thread and into its own ticket.

In Tickets, open the ticket. Sofia asks about a date filter, then adds a separate request: a password reset for a colleague.

On that message, select the scissors button, Move this message to a new ticket, and confirm. A new ticket opens with just that message.

Under Details, assign the new ticket, so the reset doesn't wait behind the filter question.

Steps

  1. Find the message ▶ 0:06

    In the sidebar, select Tickets, open the ticket, and find the message that belongs elsewhere.

    Ticket thread with Sofia's second, unrelated message

  2. Split the message ▶ 0:15

    On the message, select the scissors button (Move this message to a new ticket), then confirm. A new ticket opens with that message.

    New ticket titled Split from with the password reset message

  3. Assign the new ticket ▶ 0:25

    Under Details, choose an Assignee for the new ticket.

    Split ticket with Assignee set
ResultA new ticket opens with the moved message. Its subject starts with Split from # and the original ticket's number.

Next steps

Updated 2026-11-09