Merging Tickets
Combine multiple tickets from the same customer into a single conversation.
When to Merge Tickets
Merge tickets when:
- A customer sends multiple emails about the same issue
- A customer replies to an old ticket but it creates a new one
- Related conversations are split across different tickets
- You want to consolidate a customer's history
How to Merge Tickets
- Open the ticket you want to keep (the "primary" ticket)
- Click the menu (three dots) in the ticket header
- Select Merge Ticket
- Search for the ticket you want to merge in
- Select the ticket from the results
- Review the merge preview
- Click Merge to confirm
What Happens When You Merge
- Messages combined: All messages from both tickets appear in chronological order
- Attachments preserved: All attachments are kept
- Internal notes merged: Notes from both tickets are included
- Secondary ticket closed: The merged ticket is automatically closed
- History tracked: A note is added showing the merge occurred
Choosing the Primary Ticket
The primary ticket (the one you keep) should typically be:
- The most recent ticket
- The ticket with the most context
- The ticket you're actively working on
After Merging
- Reply from the primary ticket - customer will receive response
- All future replies from customer will go to this ticket
- The merged ticket remains searchable but closed
Tips
- Add an internal note explaining why you merged
- Review the merged conversation to ensure you have full context
- Update the ticket subject if needed to reflect the combined issue