Merging & Splitting Tickets
Sometimes customers send multiple messages about the same issue, or a single ticket contains unrelated problems. Learn when and how to merge or split tickets.
Merging Tickets
Merge tickets when the same customer contacts you multiple times about the same issue, or when related tickets from different channels should be consolidated.
How to Merge
- 1
Open the ticket you want to keep as the primary ticket
- 2
Click the ⋮ More Actions menu in the top right
- 3
Select "Merge Tickets"
- 4
Search for and select the ticket(s) to merge into this one
- 5
Confirm the merge — all conversations will be combined
What Gets Merged
- • All messages and internal notes
- • Attachments from both tickets
- • Tags (combined, no duplicates)
- • Activity history
What Happens to Secondary
- • Status set to Closed
- • Link to primary ticket added
- • Future replies go to primary
- • Original data preserved
Splitting Tickets
Split a ticket when a customer raises multiple unrelated issues in one message, or when part of a conversation needs to be handled by a different team.
How to Split
- 1
Select the specific message(s) you want to split off
- 2
Click "Split to New Ticket" from the selection menu
- 3
Enter a new subject for the split ticket
- 4
Assign priority, team, and agent as needed
Best Practices
- • Always add an internal note explaining why you merged/split
- • Merge duplicates promptly to avoid duplicate responses
- • Keep the most complete ticket as the primary when merging
- • Notify the customer if split results in different response timelines