Yes, you can split a customer's reply as a new request. Say, you respond to a customer's request and resolved his issue1. He then thanks you and emails you about another issue2. In this case, you can split this issue2 as a new request and assign it to a support rep to work on it. To split the request, follow the steps given below:

1. Click Requests Module.
2. Open any request with conversation thread.
3. Click Show Thread in Request detail page.
4. Hover your mouse over any of the customer conversation.
5. Click on the Split as new Request that appears.
6. Click OK.