Merging related tickets

We are currently updating the names of our contributor roles throughout our resources. The new role names are Community Team Event SupporterEvent Supporter Event Supporter (formerly Mentor) is someone who has already organised a WordCamp and has time to meet with their assigned mentee every 2 weeks, they talk over where they should be in their timeline, help them to identify their issues, and also identify solutions for their issues. (formerly MentorEvent Supporter Event Supporter (formerly Mentor) is someone who has already organised a WordCamp and has time to meet with their assigned mentee every 2 weeks, they talk over where they should be in their timeline, help them to identify their issues, and also identify solutions for their issues.), Community Team Program SupporterProgram Supporter Community Program Supporters (formerly Deputies) are a team of people worldwide who review WordCamp and Meetup applications, interview lead organizers, and keep things moving at WordCamp Central. Find more about program supporters in our Program Supporter Handbook. (formerly DeputyProgram Supporter Community Program Supporters (formerly Deputies) are a team of people worldwide who review WordCamp and Meetup applications, interview lead organizers, and keep things moving at WordCamp Central. Find more about program supporters in our Program Supporter Handbook.), and Program ManagerProgram Manager Program Managers (formerly Super Deputies) are Program Supporters who can perform extra tasks on WordCamp.org like creating new sites and publishing WordCamps to the schedule. (formerly Super DeputyProgram Manager Program Managers (formerly Super Deputies) are Program Supporters who can perform extra tasks on WordCamp.org like creating new sites and publishing WordCamps to the schedule.).

When there are separate threads from the same user that are about the same subject, it’s helpful to merge them to keep all the relevant information in one place. Here’s how!

With one of the tickets open, see the “Previous Conversations” listed in the right sidebarSidebar A sidebar in WordPress is referred to a widget-ready area used by WordPress themes to display information that is not a part of the main content. It is not always a vertical column on the side. It can be a horizontal rectangle below or above the content area, footer, header, or any where in the theme., and click on the subject of the related ticket that you’d like to merge, which will open it in a modal window.

In some cases, you may want to merge a conversation that is from another sender. In this case, you will want to “change customer” on the conversation before merging the threads. To learn how to do this, see Help Scout’s documentation.

Remember, tickets can’t be un-merged, so make sure that you’re merging the correct two tickets!

While viewing the related ticket in the modal window, click on the “Merge” button in the upper right to merge these two tickets.

There will be notes in the merged ticket that confirms that you completed the merge.

For more details on merging tickets, see Help Scout’s documentation on the feature.

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