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Twigwell
Split tickets: move off-topic comments into new tickets with the right requester, linked both ways.
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Support
Ontwikkelaar
Great Work LLC
About this app
When one ticket turns into two conversations, split it. A CC replies with a billing question on a login ticket. A customer adds "also, unrelated..." to the end of a thread. Someone forwards three requests in one email. Twigwell moves the comments that belong elsewhere into a new ticket, with the right requester, fields and tags, and links the two tickets so nobody loses the history.
Twigwell is built by Great Work LLC. It is not made or endorsed by Zendesk.
Split exactly what belongs elsewhere
- Pick any number of comments, from anywhere in the thread, and carry them into the new ticket in their original order, each under the author's name and date.
- Several new tickets in one go. Three questions in one email become three tickets, each with its own comments, subject and requester.
- Edit the carried text before you split, so the new ticket holds only the part that belongs there.
- Any requester: the original requester, a CC, anyone who wrote on the thread, or a new email address.
Nothing reaches the customer unless you choose it
- The new ticket opens with an internal note by default, so nobody is emailed. Or open it with a public reply from you, or as the requester's own message.
- Twigwell refuses to put an internal note into a public comment. Your team's notes stay internal.
- The "split from" and "split to" notes are optional, editable templates and are internal. A public reply on the original ticket is a separate choice, off unless you turn it on.
Keeps everything connected
Tags, custom fields, form, brand, priority, type and CCs carry over (each one switchable), and the assignee and group follow the original, you, or a group you pick.
- A "Split from ticket" field on every new ticket, so you can build views, triggers and reports on splits. The sidebar shows where a ticket came from and what was split from it.
Attachments stay on the original ticket and are linked from an internal note on the new one.
- Undo right after a split: the new ticket is deleted (an admin can restore it for 30 days) and the original gets a note.
Get started
Install Twigwell, then open any ticket. In the app sidebar, click Split this ticket, tick the comments that belong in the new ticket, check the requester and click Split.
Plan (billed monthly by Zendesk)
Standard: $4 per agent per month. Every feature is included. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Your data
Twigwell runs entirely in your browser inside Zendesk. There is no Great Work server, no account to create and no API token to paste. Every call is made as the signed-in agent, with their permissions, to your own Zendesk account. Twigwell keeps no copy of your tickets, sends nothing to Great Work or anyone else (not even usage statistics), does no background work and uses no AI. Details are in the data access section and our privacy policy.
Support
Email hello@greatwork.company. We reply within one business day.
Informatie over app
Installatie-instructies
Install Twigwell from the Zendesk Marketplace and choose the Standard plan. The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- Optional: under Role restrictions, limit the app to the roles or groups who should split tickets.
- Optional settings: turn the internal notes on either ticket off or edit their wording (placeholders:
{{parent.id}},{{parent.subject}},{{child.id}},{{child.subject}},{{agent.name}},{{comment_count}},{{requester.name}}), choose whether tags, custom fields and CCs carry over by default, list custom field ids that should never be copied, and choose whether new tickets open publicly by default. - Open any ticket. In the app sidebar, click Split this ticket, tick the comments that belong in the new ticket, check the requester and settings, and click Split.
At install Twigwell adds one ticket field, "Split from ticket", which records the original ticket's number on every new ticket. Add it to your ticket forms if you want agents to see it there, and use it in views, triggers and reports. If you uninstall, Zendesk removes the field and its values (they stay in each ticket's history); the new tickets, their tags and the notes stay.
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