Sometimes, when customer replies back to a case and starts a new topic you’ll want branch that email off into a new case of it’s own.
To do so, look for the “New Topic? Split the Case!” link above the customer’s reply and click it to create a new case. All emails and notes from that point forward will be moved into a new case unattached from the original case!
For more details, this was covered in depth as a part of our October 2013, Mastermind Call.