Last updated: 2023-10-04

Source: https://support.freshdesk.com/support/solutions/articles/228992-how-do-i-split-a-customer-response-into-a-new-ticket-

If your customers respond with a new or unrelated query on an existing ticket, you can deal with it separately using the S plit Ticket option. You can split only a customer response into a new ticket.

This would facilitate better tracking metrics and help regulate your SLA compliance.