How to merge tickets?
It is not uncommon to receive multiple tickets from the same customer, or multiple contacts reporting the same issue from an organization. In these situations, you could just merge those tickets into one instead of dealing with the issue on many tickets.
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.
- Click Merge.
Note:
- You cannot merge tickets from the - All Departments view.
- Only tickets from the same department can be merged.
- You cannot merge more than three tickets at an instance.
- Ticket(s) merged to the master record will be moved to the recycle bin.
- Please exercise caution as you cannot undo or revert a ticket merge.
Related Articles
Why can't I find the merge option for tickets?
It is quite common for customers to seek your attention by contacting you through different support channels. It also happens that different people in the account might report the same issue. In these situations, you can merge all the tickets to save ...How to merge tickets that happen to be on two different pages?
Right now, two or more tickets can be merged only when they belong to the same department and are on the same page. But, there is a nifty trick that can help you bring tickets together on a single page - the Advanced Search. With the Advanced Search, ...Enabling and Adding CC Users on Tickets
The CC feature enables your agents and end users to copy additional requesters or contacts on a ticket. Agents can copy other users in email replies, ticket detail page, and the add ticket form. Likewise, end users can copy other users in their email ...Ticket Timeline View
The Timeline view provides an overview of the tickets received from a customer over the recent past. It will fetch the tickets received from a contact and presents them in chronological order. Advantages of Timeline View It helps your agents to know ...Working with Tickets in the iOS App
The Zoho Desk software enables users and agents to efficiently resolve customer issues. Each issue or complaint that an agent receives from customers is called a ticket. The ticket management system automates the resolution process. Now that we are ...