Duplicate tickets, as well as tickets sent in by the same person for similar issues, can be merged to create one ticket. This can help to keep all information relevant to the same issues organized.
Merging Tickets
To find all tickets, navigate to the Tickets menu. Select the ticket to be merged.
1. Select Merge from the top bar.
2. Use the drop-down menu to filter using a:
a. Contact - all customers that send tickets to us.
b. Subject - the associated issue.
c. ID - this number can be found at the top of the tickets page.
3. Search within the Look for a contact's tickets search bar. The ticket you are currently in will appear, however, you must find the second needed ticket and choose which one will be the primary ticket.
4. Select the other ticket to be merged using the Plus button.
5. Select the Primary ticket.
Note: If the tickets had members added, select the Add secondary ticket recipients to CC checkbox.
6. Select Continue.
7. Make any needed notes or edits from within the Preview tab.
8. After making notes or edits, select Save.
9. Select Merge.
Note: To remove a ticket from the merge, the ticket must not be the primary ticket (i.e. the first ticket chosen). Use the Minus button to remove the ticket.
Note: Tickets should only be merged if the contact is the same or belongs to the same company / organization.