Merging tickets
Merge two tickets from the same customer into one so all the communication is on a single thread.
Sometimes two separate tickets are created about the same matter — the customer sends a new email instead of replying, or reaches out on two channels. You can merge the tickets into one so the whole history is on a single thread and there's no double work.
Merge two tickets
Choose Merge in the ticket actions (or M) and pick the ticket to combine with. You can also
drag one ticket onto another in the ticket list. The messages combine in chronological order in a
single ticket.
What happens when you merge
- All messages from both tickets combine into one thread in the right time order.
- One ticket remains; the other folds into it.
- Nothing is lost — everything is kept.
FAQ
Can I undo a merge? Merging is meant to fix duplicates, so take care to pick the right ticket. Get in touch if you need help separating them again.
Can I merge tickets from different channels? Yes — e.g. email and chat from the same customer.