Merging related tickets

Due to the COVID-19 pandemic, WordPress events are online. Please refer to our online events handbook.

For communities COVID-19 has been more effectively contained, returning to hosting an in-person meetupMeetup All local/regional gatherings that are officially a part of the WordPress world but are not WordCamps are organized through A meetup is typically a chance for local WordPress users to get together and share new ideas and seek help from one another. Searching for ‘WordPress’ on will help you find options in your area. event is possible, with caution, using the resources provided. If you plan to move forward with an in-person meetup, you must use the provided checklist.

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.

Last updated: