Sometimes a customer asks two completely different questions in one ticket. One of the questions might be an easy pre-sale question and the other one a hardcore technical query. For better convenience and easier management, you can use the Split ticket feature. Split ticket will virtually cut the ticket in half and create another one with a new unique Ticket ID.
In relevance to the above given example, you can continue discussing pre-sale questions in the original ticket and transfer the technical queries into proper department.
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