How to merge tickets

STEP-BY-STEP
  • 1
    Log in as an administrator and go to the Admin Dashboard.
    Learn how to log in here →
  • 2
    Go to CRM Portal>> Ticket Listing
  • 3
    Click on the Merge to existing ticket icon to the left of a ticket
  • 4
    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
    Managing Workflow Engine Ticket
  • 5
    The merge ticket popup will be displayed
    Managing Workflow Engine Ticket
  • 6
    Enter something about the ID, ticket subject or contact email of a ticket to filter the tickets and pick a target ticket
  • 7
    Click on the Merge button to merge the source ticket with the target ticket
  • 8
    After merging the target ticket will contain all logs of both tickets and the source ticket is deleted
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