Ticket Merging
Ticket Merging is a powerful feature designed to simplify your support workflow by combining related tickets into a single, organized conversation thread.
What’s New
Flexible Merging
You can merge any two or more tickets without restrictions across channels and customers giving you full flexibility to group related conversations.
Smart Organization
When tickets are merged, one ticket becomes the parent ticket and remains open, while the others become child tickets and are automatically closed.
Child tickets are excluded from analytics to keep reporting accurate.
AI-Powered Context
After merging, an AI-generated summary is automatically added as a private note on the parent ticket. This summary provides instant context by combining key details from all merged tickets, so agents don’t need to open each ticket individually.
How to Merge Tickets
Follow the steps below to merge multiple related tickets into a single conversation:
Select the tickets
From the tickets list, select two or more tickets you want to merge.
Check eligibility
If the selected tickets are eligible for merging, the Merge Ticket option will appear.Click Merge
Click on the Merge option to open the Merge Tickets modal.
Review ticket details
In the modal, verify the parent ticket and the child tickets. You can also add more eligible tickets at this stage if needed.
Proceed with merging
Once you’ve confirmed the details, proceed to merge the tickets.
The selected parent ticket remains open, while all other tickets are merged as child tickets and automatically closed.
View Merged Tickets
Click on similar tickets tab to open merge tickets tab.
If any of the tickets are merged into the tickets, A list of child tickets are displayed which are redirectable on clicking it.
Important Notes
Only non-closed tickets can be merged.
Comments, tasks, and chatbot tickets cannot be merged.
Child tickets are excluded from analytics and performance reports.
You cannot reopen any closed child tickets.
FAQs
1 Can I merge tickets from different channels (e.g., WhatsApp and Email)?
Yes. Ticket Merging supports merging tickets across different channels without any limitations.
2 Can I merge tickets from different customers?
Yes. There are no customer-based restrictions when merging tickets.
3 What happens to the merged (child) tickets?
Child tickets are automatically closed after merging. Their conversation history is preserved within the parent ticket, but they will no longer appear separately in analytics.
4 Does merging tickets affect analytics or reporting?
Yes. Only the parent ticket is counted in analytics. Child tickets are excluded to prevent duplicate or inflated reporting.
5 Can I undo or unmerge tickets after merging?
No. Ticket merging is a permanent action and cannot be reversed once completed.
6 Will agents still see the full conversation history?
Yes. All relevant conversation history is available within the parent ticket, along with an AI-generated summary added as a private note.
7 Why can’t I merge closed tickets or chatbot tickets?
Closed tickets are considered resolved and cannot be modified. Chatbot tickets, comments, and tasks follow a different workflow and are not eligible for merging.
For further assistance or to raise feature requests related to Merge Tickets please contact [email protected]