How to mark a ticket as resolved or reopen it

• Go to CRM Portal >> Ticket Listing
• Click on Mark as Resolved icon to the left of a ticket that is open in order to resolve it.

• Click on Reopen icon to the left of a ticket that is already resolved to reopen it.

• You can also click on the Mark as resolved/Reopen button on the top right corner of the ticket details page to resolve/reopen it.

How to merge tickets

• Go to CRM Portal >> Ticket Listing
• Click on the Merge to existing ticket icon to the left of a ticket
• The condition for merging:
  • The source and the target tickets must have the same type (or the source ticket has NO type - in this case, it can be merged into a ticket with any type)
  • Both tickets are NOT assignments. If you want to merge assignments please follow How to Add or Replace Assignment
  • Both must belong to the same Contact
  • And certainly, they have different IDs

• The merge ticket popup will be displayed

• Enter something about the ID, ticket subject or contact email of a ticket to filter the tickets and pick a target ticket
• Click on the Merge button to merge the source ticket with the target ticket
• After merging the target ticket will contain all logs of both tickets and the source ticket is deleted