Merge Gorgias ticketsUpdated a day ago
If a customer opens multiple tickets about the same issue, you can centralize the conversation by merging them into one. Tickets can be merged manually, or an admin can enable auto-merge to automatically merge tickets that meet specific criteria.
Requirements
- Available on all Helpdesk plans
- All roles (except Observer) can merge tickets
Merge tickets
When merging tickets, you'll merge a "source ticket" into a "target ticket." When the merge is complete, the source ticket will be deleted from your helpdesk, and all ticket messages and events will appear in chronological order in the target ticket. If you're merging more than two tickets together, merge them one-by-one into the same target ticket.
- From your helpdesk, open the ticket you'd like to merge.
- Click the three dots icon in the top-right corner, then select Merge ticket.
- Search for the ticket you'd like to merge into, then select it from the results.
- Select the Customer, Subject, and Assignee fields that should be applied to the target ticket. If you don't see any fields to choose from, it means that they're already identical on both tickets.
- Click Merge Tickets, then click Confirm.
Merging options per ticket type
Any ticket type can be merged into an email ticket, without any restrictions. In some cases, the customer on each ticket will need to match in order to merge them, and some ticket types cannot be merged with others. Review the table below to understand what types of tickets can be merged.
| Ticket type (channel) | Can be merged with: |
|---|---|
| Aircall | • Aircall tickets (the customer on both tickets must match) • Email tickets |
| Chat | • Chat tickets (the customer on both tickets must match) • Email tickets |
| Contact form | Contact form tickets (the customer on both tickets must match) |
| All ticket types (if merging with a Voice or SMS ticket, the customer on both tickets must match) | |
| • Email tickets • Voice tickets (the customer on both tickets must match) | |
| Facebook mention | • Email (no extra restriction) • Voice (the customer on both tickets must match) |
| Facebook messenger | Facebook messenger tickets (the customer on both tickets must match, and the tickets must be from the same Facebook messenger integration) |
| Facebook recommendations | • Email tickets • Voice tickets (the customer on both tickets must match) |
| Help Center | Help Center tickets (the customer on both tickets must match) |
| Instagram ad comment | • Email tickets • Voice tickets (the customer on both tickets must match) |
| Instagram comment | • Email tickets • Voice tickets (the customer on both tickets must match) |
| Instagram direct message | Instagram direct message tickets (the customer on both tickets must match, and the tickets must be from the same Facebook messenger integration) |
| Instagram mention | • Email tickets • Voice tickets (the customer on both tickets must match) |
| Internal note | • Email tickets • Voice tickets (the customer on both tickets must match) |
| Voice | All ticket types (the customer on both tickets must match) |
| SMS | • Email tickets • Voice tickets (the customer on both tickets must match) |
| • Email tickets • Voice tickets (the customer on both tickets must match) | |
| Yotpo review | • Email tickets • Voice tickets (the customer on both tickets must match) |
