Merge two tickets

When a customer writes twice about the same thing, say a new email instead of a reply, merge the two tickets so the whole story sits in one place and only one person answers.

Merge from the ticket that should go away#

Open the ticket you want to fold in. It is the one that disappears; the one you pick in the dialog is kept.

1. Open the ticket's ⋮ menu, beside Close, and choose Merge ticket.

2. The dialog lists this customer's other tickets, with their subject, channel and date. Type in the search box to narrow it.

3. Click the ticket to keep, then Next.

4. Choose which subject the merged ticket keeps. If both have the same subject there is nothing to choose.

5. Choose Merge tickets.

The ticket you started from now opens the kept ticket, so old links and bookmarks still lead somewhere useful.

What the kept ticket ends up with#

A merge cannot be undone, so check the ticket you picked before you confirm.

Tickets that cannot be merged#

Two tickets merge only when the same customer wrote both, on the same channel, to the same address. A reply goes out from one mailbox, so a thread that came in through two addresses cannot become one ticket. In the dialog, tickets that do not qualify are greyed out.

The dialog explains when nothing can be merged:

• The ticket has no customer. Set the customer first. See Change who a ticket belongs to.

• It did not come in through a mailbox, such as a ticket created through the REST API.

• It came in through a different channel or address than the other ticket.

If the same person wrote from two email addresses, they show up as two customers. Merge the customers first, and their tickets can then be merged.

Anyone who can reply to tickets can merge them.

Merge automatically#

Admins can have the helpdesk fold a customer's new message into their recent open ticket on the same channel without anyone doing it by hand. See Auto-merge.