How to merge tickets?

Updated 1 month ago by Martin

Ever had a customer open up two tickets about the same issue? You can now merge those into a single ticket and make your life easier :)

Note that email tickets can be merged with any other ticket channel also, two email tickets from different customers can be merged!
When it comes to chat, both chat tickets you wish to merge need to be from the same customer.

How it works

  1. Go in one of the tickets you want to merge
  2. On the top-right corner, click on the menu button (three vertical dots) to open the menu
  1. Select "merge ticket"
  1. Search for the ticket you want to merge this ticket with, and then click on it
  1. Select the fields you want to keep on the final ticket
    1. the only fields you could be prompted to choose from are "Subject", "Assignee" and "Customer"
    2. we will only prompt you to choose if the fields are different on each ticket; if they are similar, we will automatically keep the same value
    3. if there is no field to choose from, it means we will be able to compute all values automatically, thus you can go ahead and merge the tickets
  2. Click on "Merge tickets", and confirm the merge
  3. Done! The tickets are merged! :)

As of now it is possible to merge two Aircall tickets from the same customer! Also, merge Aircall + email tickets.
Improvements are affecting Messenger tickets as well.

Limitations

  • Once the tickets are merged, the change cannot be undone. Also, the statistics for the tickets that are merged into the final ticket will be lost, because these tickets are deleted.
  • Instagram tickets can not be merged just yet.

To learn more about the rest of the ticket options in the menu above, please refer to this article.


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