Tickets auto-mergeUpdated 16 days ago

Auto-merge combines multiple open tickets from a single customer into one. Whether a customer reaches out multiple times before receiving a reply, or starts a conversation from multiple channels, auto-merge creates a single thread with all the context, making it easier for your agents to reply.

Requirements

• Available on all Helpdesk plans
• Only admins can configure auto-merge settings

Configuring auto-merge

Gorgias can merge tickets that meet all of the following conditions:

• The tickets were created by the same customer
• The tickets are open
• The tickets were created within your configured window
• The tickets are from eligible channels

When tickets are merged, the channel will match that of the older of the two tickets, and you'll find a Merged by auto-merge service event in the ticket events.

Turn on auto-merge

Set up auto-merge to define whether tickets should be merged automatically. You can also set how many days apart ticket creation dates can be for tickets to be eligible for merging, up to a maximum of 180 days. For example, when this is set to five days, tickets from the same customer created within five days of each other will be merged, while tickets created six or more days apart will not.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Workflows.
3. In the menu, locate Tools, then select Auto-merge.
4. Check the box next to Auto-merge tickets.
5. In the Maximum difference between ticket creation dates field, enter a number of days. If you'd like the number to be smaller than 5, click the down arrow on the text box to reduce it.
6. Click Save changes.

Exclude tickets from auto-merge

You can exclude tickets from auto-merging through a rule or macro action: Exclude ticket from auto-merge.

Create a Rule and specify which tickets you'd like to have excluded. If you need any help with how to set up conditions, check out our Rules glossary. In the end, choose Exclude ticket from auto-merge action.

Alternatively, add a Macro action with the same name and have it applied to any ticket that you don't want to see merged.

Any ticket that doesn't trigger the rule, or doesn't have the macro applied, but does follow the criteria listed above, will be auto-merged.