Split Selected Messages into a New Ticket

This guide walks through the Max Split action, selecting messages, entering the new subject and note, creating the new ticket, and verifying the copied context and relationship.

Where this fits in QC Support Ticket

QCST keeps the customer conversation, private staff notes, and system workflow history distinct. Public replies can be shown to the customer; Pro Internal Notes remain staff-only; system timeline entries document events such as assignment, status, relationship, merge, or split operations.

Primary location: QC Support Ticket Agent Queue ticket detail, with global attachment/settings controls under Settings.

Before you begin

  • Confirm the site currently has Max / All Access effective access before expecting the controls described here. A preserved configuration may still exist after downgrade even when the feature is locked.
  • Take a current backup and use a test or low-risk record first when the action can change or remove routing, relationships, or installed files.

How to do it

  1. Open the source ticket and choose the Max Split action.
  2. Select the specific messages that belong in the new issue. Do not split arbitrary system events without context.
  3. Enter the new ticket Subject and an optional note explaining the split.
  4. Create the new ticket.
  5. Open both tickets and verify the copied message context and relationship are correct, then adjust routing/assignment on the new ticket if needed.

Important behavior and limits

  • Public replies are customer-visible; Pro Internal Notes remain staff-only. System timeline entries record workflow events separately from the conversation.
  • Attachments are stored outside normal public delivery and are streamed only after QCST rechecks ticket authorization.

Verify the result

  • The new ticket contains only the selected/copied context intended for the split.
  • The original ticket remains readable and the relationship between the cases is visible to authorized staff.

Community Discussion

For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.