Sometimes there are threads that evolve into completely unrelated conversations from the original subject (e.g., a thread about shipping swag that turns into a conversation about budget), so it’d best to split those threads into separate tickets.
Note that you can not split threads from replies that are made from a team member in Help Scout, only from “customer” replies.
To do this, click on the three little vertical dots to the right of the timestamp to bring up the dropdown menu, and select “New Conversation”. This will create a new ticket based on the current reply.
For more details on splitting threads, see Help Scout’s documentation on thread options (“Create a new conversation with a single thread”).
