Hi, Nathan. You can set up events that will fire on a ticket with certain words or phrases in a ticket's subject. For incoming tickets, you'd want a Ticket Created event where the Subject *contains* the words you want. Your ticket action, then, can be to transfer that ticket to an agent. I'm pretty sure that's available in SmarterTrack 9.x...but you'll want to verify.
As for splitting tickets, that's not a current feature. What would need to happen is the ticket transferred between the 2 agents.
I hope that helps.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com