Merge Tickets

Overview

The Merge Ticket feature allows you to combine multiple tickets from the same customer into a single ticket. This helps avoid duplicate conversations and keeps all communication in one place.

Where to Find

Go to:
Support → Ticket List → Open any Ticket → Click “Merge ticket”

How It Works

  • You can merge tickets created by the same customer only
  • Tickets from different users cannot be merged
  • The source ticket (merged ticket) will be:
    • Closed automatically
    • A note will be added indicating it was merged
  • The target ticket (main ticket) will:
    • Receive a merge note
    • Include the full transcript of the merged ticket conversation

Step-by-Step Guide

Step 1: Open the Ticket

  • Go to Support → Ticket List
  • Open the ticket where you want to merge another ticket

Step 2: Click on Merge Ticket

  • Click the “Merge ticket” option from the ticket actions

Step 3: Select Ticket to Merge

  • A popup will appear with a list of tickets
  • Search and select the ticket you want to merge

Step 4: Confirm Merge

  • Review the merge details
  • Click “Continue and merge”

Step 5: View Merged Result

  • The merged ticket will be closed
  • The main ticket will show:
    • Merge note
    • Full conversation transcript
Notes / Tips
  • Only tickets from the same customer can be merged
  • Once merged, the action cannot be undone
  • Use this feature to manage duplicate or related tickets efficiently
  • Helps maintain a single conversation history for better tracking
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