Merging related tickets

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 sidebar, 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.