In this article, we will explain how to merge and unmerge tickets, helping you organize and optimize customer service.

In some situations, a customer may open multiple tickets about the same issue. To make management easier, you can merge duplicate tickets, consolidating the information into a single record.

Important notice about ticket merging: When you merge a ticket with another and then undo the merge, it is normal for the merged ticket's history to display the message "was deleted." However, it was not actually deleted, just merged and then unmerged. The ticket that received the merge will correctly show the information that the merge occurred.

Permission requirements to merge tickets

To merge tickets, you need permission in the access profile. To grant this permission:

1. Go to Settings > People > Access Profiles.

2. Choose the profile you want to configure and go to the Tickets tab.

3. Make the necessary configurations by enabling and disabling the permissions you want.

These screen options allow you to configure how agents interact with tickets, from opening them to handling and managing them. After defining the permissions, click Save to apply the settings to the profile.

Important

• The source and destination tickets must be in the New, In Progress, or Waiting status to be merged.

• The total number of actions on merged tickets cannot exceed 200.

Merging tickets

This action involves combining only two specific tickets, where one will be the source ticket and the other the destination ticket.

All actions and information from the source ticket will be transferred to the destination ticket, and the former will be deleted. This is useful when there are duplicate tickets or two records related to the same issue.

1. Click the Tickets icon in the side navigation menu.

2. In the ticket list, select the tickets you want to merge.

3. Click OPTIONS and select Merge Selected.

4. Choose the desired options: Keep all clients from the tickets, Keep all people in copy from the tickets, and Keep all TAGs from the tickets.

5. Complete by clicking Merge Selected Tickets.

Merging multiple tickets

This action involves combining more than two tickets to merge them into a single destination ticket. The process follows the same logic: all actions and information from the source tickets are combined into the destination ticket, and the other tickets are deleted.

This feature is useful for consolidating several similar requests into a single ticket, streamlining the management of cases with multiple interactions.

To merge multiple tickets at once, follow the tutorial below:

1. Click the Tickets icon in the side navigation menu.

2. In the ticket list, select the tickets you want to merge. You can do this manually or by clicking the Check/Uncheck All button next to the first column of the panel.

3. Click OPTIONS and select Merge Selected.

4. Choose the desired options: Keep all clients from the tickets, Keep all people in copy from the tickets, and Keep all TAGs from the tickets.

5. Complete by clicking Merge Selected Tickets.

Unmerging Tickets

Unmerging can be useful when tickets were consolidated by mistake or when separating the information becomes necessary for better request management.

To proceed, follow these instructions:

1. Access the ticket you want to unmerge.

2. Click OPTIONS > Ticket Details.

3. Go to the Merged Tickets tab.

4. Select the tickets you want to unmerge and click Undo Merge.

The system will present additional options for you to decide what to keep in the original ticket. After confirming, the ticket will be unmerged.

Important

• Actions performed in the merged ticket will return to their original tickets.

• Actions added after the merge will remain in the original ticket.