4.3.1 Merge Tickets

Owned by SUPPORT
Nov 03, 2024
2 min read

Ticket Merge is an operation for you to merge the history of a source ticket with a target ticket.

The merge operation is irreversible. After the merge, the target ticket keeps its property values. Future incoming emails, chat transcripts, and offline messages to the source ticket will automatically be attached to the target ticket. Your future search of the source ticket will bring up the target ticket.

  1. Go to your system CloudCX installation domain, and log in with the agent account.

  2. Find a ticket you want to merge with from the ticket list.

  3. Click the drop-down list icon next to the Resolve button, and select Merge.

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  1. Select a target ticket you want to merge. You can search for a target ticket using Ticket ID, or ticket creation date range, chat queue and agent assigned to the ticket, or channel source of the ticket.

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  1. Select your target ticket and click Save. The ticket on the right is the target ticket.

After merging the ticket, the target ticket will show all the ticket information, and record the merge action in the target ticket.

  • If the target ticket’s status is Resolved, the future incoming message from the customer will be created a new ticket.

  • If the target ticket’s status isn’t Resolved, the future incoming message from the customer will be shown in the target ticket.

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