Agent Roundtable III: Being a Good Team Member in Customer and IT Support
Please guide me how we can unmerge the ticket in Fresh desk.
Best answer by Juliana Rozario 6 July 2022, 00:13
The method we use is to re-open the closed ticket and delete all of the Notes added by the Merge. It then appears as 2 open tickets.
Welcome to Freshworks Community. I hope you are well:)
Unfortunately, we wouldn't be able to unmerge the tickets as it's an irreversible process. Once you merge the tickets, the replies/notes would be added to the Primary ticket and I'm afraid you won't be able to split them.
Feel free to ping us for any queries/concerns. We'd be happy to help.
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