The merge action is irreversible, and causes the following things to happen:
- One of the tickets becomes the primary ticket (you get to choose). The others become secondary.
- All conversations from the secondary tickets are moved into the primary ticket. You can also choose to keep the requesters and CC emails from the secondary tickets in the loop.
- All the secondary tickets are closed.
- All messages are sorted chronologically.
- A note is added to each of the tickets with a link to the primary ticket.
- Note: If there are two tickets received at two different dates, please be sure to make the most recent ticket as the “Primary” Ticket, otherwise, adding the oldest ticket as the primary may cause the ticket to be overdue.
Merging two or more tickets:
- Only merge tickets that are relating to the same inquiry with an Open status. In this example, there are 4 tickets open for the same inquiry.
- Use the merge option at the top of the ticket options section and select Merge.
- Using each ticket number, search under “ID”
- Once all of the ticket numbers have been added, review which ticket is the most recent and add this as the “Primary” ticket:
