Automatic merging
Not availableThe Auto-merge settings for joining a customer's repeat tickets and splitting replies to old email threads, which save now but do not run yet.
On this page
Tickets are not merged or split automatically yet. You can choose the settings on Workflows > Auto-merge today and they are kept, but every email still follows its own thread until the helpdesk starts applying them. The page says this at the top.
To join two tickets now, merge them by hand from the ticket: see Merge two tickets. A manual merge moves the messages, tags and any satisfaction survey into the ticket you keep.
The settings#
Admins change these settings; other roles can read them. Press Save changes to keep them.
| Setting | What it will do | Range | Default |
|---|---|---|---|
| Merge a customer's new ticket into their recent open one | When the same customer writes again within the window, about anything, the new message joins the ticket they already have open instead of starting another | Days: 1 to 30 | Off, 3 days |
| Open a new ticket for a reply to a long-closed thread | A customer's reply on an email thread closed for longer than the window becomes a ticket of its own, and the old ticket stays closed | Days: 1 to 365 | Off, 30 days |
The day boxes appear once you switch each setting on.
Until merging runs#
Ask agents to check the customer's other tickets in the sidebar before replying. Open ones from the same customer are worth merging by hand.
If one person writes from two addresses and you end up with two customer profiles, merge the customers first; see Merge customers.
There is no rule or macro action to keep a ticket out of merging, because nothing is merged automatically yet.
Related articles
- Merge two ticketsFold a duplicate ticket into another one from the same customer, which ticket survives, what moves across and which tickets cannot be merged.
- Merge customersJoin two profiles of the same person into one, choose which name, note and emails to keep, and know what to do if you merged the wrong pair.
- How rules workBuild a rule from When, If, Then and Otherwise, set the order rules run in, and find what a rule did on a ticket.
- Service level targets (SLAs)Set how fast your team should first reply to and resolve each kind of ticket, and see where those targets already shape the urgency of open tickets.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.