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 time and work more efficiently. Zoho Desk allows you to merge a maximum of 3 tickets at once.
However if you did follow the right steps but still couldn't find the merge option, it is more likely that you're in the All Departments view. Please keep in mind that you can merge tickets only under a specific department and not from the All Departments view.
Here are some tips to help you merge tickets:
- The ticket that was first created in your help desk is by default considered as the master ticket. You can also modify the master ticket.
- The master ticket will keep the date and time of its creation besides other read-only or hidden field values.
- The values for Status, Due Date, Time to Respond, and Created Time fields in the master ticket are retained as the values in the final, merged ticket.
- All the records including attachments, activities, products, etc., from the other tickets, will be added to the master ticket.
- Please exercise caution as you cannot undo or revert a ticket merge.
Related Articles
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, ...
Deduplicate your Contacts and Accounts
Over a period, there may be a chance of accumulating duplicate records. You can search the duplicates and merge them for a better organization of records. The Deduplicate feature helps you to find duplicate records in bulk and merge them as one ...
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 ...
Sharing Tickets with other Departments
Collaboration is an essential aspect of customer support. If your support organization have multiple departments then being able to share tickets with them to get your work done is going to be critical to the success of your support operations. Why ...
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 ...