What is merge ticket?
Merging tickets means combining two or more tickets into one. Ticket merging is most commonly used when you receive two help desk support requests from the same end-user about the same issue. In many cases, duplicate tickets are merged to prevent confusion and ensure agent efficiency.
How do I combine two tickets?
To merge one ticket into another ticket
- Open the ticket that you want to merge into another ticket.
- Click the Ticket options menu in the upper right, then select Merge into another ticket.
- You can enter a ticket number, select one of the ticket requester’s open tickets, or select one of your recently viewed tickets.
What happens when you merge two tickets?
Merge action is irreversible and the following things happen when you merge two or more tickets together: 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.
How do I merge tickets in helpdesk?
You can only merge tickets that have the same requester. So, if you want to merge tickets from different requesters, edit the requester in one of the tickets, enter the proper requester’s email and then try to merge them again. Click on the “Merge” button to see the details.
Why do we merge tickets in Zendesk?
Sometimes you get multiple tickets about the same issue, from the same end-user, in short succession. For cases like this, we recommend merging tickets in Zendesk to make sure you only answer an end-user once and avoid doing lots of repeat work.
What does closed and merged mean?
What is the meaning of “This ticket was closed and merged into ticket #…..” message? Such message means, that we have discovered several tickets from the same customer asking the same question. In such cases we will merge these several tickets into one in order to not to create tickets overflow.
Can you undo a merge in Zendesk?
No, it is not possible to un-merge tickets. Ticket merges are final and cannot be undone. For more information, see the article: Merging tickets.
What happens when you merge tickets in freshdesk?
When you merge two or more tickets, one of them becomes the primary ticket with which the other tickets are merged. The primary ticket remains open and only the email of the primary ticket requester will get replies from the agent. The tickets merged into the primary ticket will be marked as ‘Closed’.
What is merge in freshdesk?
How do I merge tickets in Jira Service Desk?
You can’t merge tickets. However you can link both issues and mark one as a duplicate of the other. Thanks to automation rules, you can certainly update both tickets in the same time.
How do I merge tickets in gorgias?
Search for the ticket you want to merge this ticket with, and then click on it:
- Select the fields you want to keep on the final ticket: The only fields you will be prompted to choose from are ‘Subject’, ‘Assignee’ and ‘Customer’.
- Click on ‘Merge tickets’, and confirm.
- Done! The tickets are merged!
How do I transfer freshdesk tickets?
Go to Admin > Workflows > Automations > Ticket creation tab > New rule….You can let your agents pick which tickets need to be shared with another Freshdesk account by creating a custom checkbox field.
- Go to Admin > Workflows > Ticket Fields.
- Drag and drop a checkbox field into the form and name it Share ticket.
How do I merge tickets into one ticket?
Select the tickets you would like to merge from the tickets list view. Click the Merge option displayed at the top of the page. On the following screen, select the master data that you would like to be displayed on the ticket post the merge.
When do you need to merge support tickets?
Ticket merging is most commonly used when you receive two help desk support requests from the same end-user about the same issue. In many cases, duplicate tickets are merged to prevent confusion and ensure agent efficiency. What happens when you merge two tickets into one?
How do I merge tickets on my Zoho Desk?
To merge tickets on your Zoho Desk, follow the steps mentioned below: Select the tickets you would like to merge from the tickets list view. Click the Merge option displayed at the top of the page. On the following screen, select the master data that you would like to be displayed on the ticket post the merge.
How do I merge tickets in LiveAgent?
Once you click on the ‘Merge into’ button, the LiveAgent ticketing system merges the selected tickets. It then opens the merged ticket thread. You will notice that the system creates a message that lets you know that the tickets have been merged successfully.