Sometimes a reply in a discussion really belongs on its own. On a public discussion, another customer might add "same here" and then describe a different problem, or share details about their own account that you'd rather answer privately. Splitting copies that reply into a new discussion, started on behalf of the person who wrote it, so you can answer each person separately.
Split a reply
- Open the discussion, find the reply, and click Split in its header.
- A window opens with the new discussion filled in: the original subject and the reply's text. Change the Subject and Message if you like. Tick This is a private discussion, don't let the public see it to keep the new discussion between your staff and that customer.
- Click Create discussion.
The new discussion is in the same category as the original, with the reply's author as its author and any files they attached. It opens so you can reply to it right away.
Split appears only on replies from customers: not on the first message, staff replies, internal notes, or replies you've already split.
Finding your way back
Both discussions link to each other:
- The new one shows This comment was split from the discussion: and a link to the original.
- In the original, the reply shows This comment was split into a new discussion: and a link to the new one.
Splitting copies the reply; it stays in the original discussion too. If it holds something the public shouldn't see, also make the original discussion private, or remove the reply with its Remove link.
To do the opposite and combine two discussions into one, see How do I merge two discussions?.