Helpdesk Merge Tickets
Sometimes multiple tickets are created for a single issue or request. This can happen when reporters email the Helpdesk multiple times, or when agents create multiple tickets for a single task.
Using the merge tickets feature, multiple tickets can be merged to create a single source of truth for any customer/reporter interaction. Merging tickets and conversations can simplify the Helpdesk experience for both agents and ticket reporters. To merge tickets, agents should follow these steps:
Click the edit “pencil” icon from the Helpdesk tickets details view to enable bulk ticket selection.
Select the desired tickets from the list and choose the “Merge Tickets” option.
Select a primary ticket to become the active “parent” ticket, and a reporter for the primary ticket.
Confirm your merge ticket selections.
The merged (i.e. “child”) tickets will now be closed and locked from editing, and a comment linking the merged tickets will be added to the selected primary ticket.
Replies sent to merged tickets will be threaded in the primary ticket. All email addresses on merged tickets will be included in the CC field of the new primary ticket, where the agent can decide which to keep or remove.
Leverage the merge tickets feature to simplify your tickets and conversations while keeping a history of all prior tickets and interactions.