Overview

Merge duplicate conversations or tickets so your team answers the customer in one place. For example, when a customer writes about the same problem by chat and by email.

The one you merge closes and points to the one you keep. Nothing is deleted, and you can unmerge later.

Merge a conversation or ticket

1. Open the conversation or ticket you want to merge in the Inbox

2. Open the menu at the top of the conversation and choose Merge, or press ⌘/Ctrl Shift M

3. Pick the conversation or ticket to merge into

4. Check which one closes and which one stays open. Swap them if you want to merge the other way

5. Click 'Merge'

To merge several at once, select them in the list and choose Merge in the bulk actions bar. You can also drag one conversation onto another in the list.

What happens after a merge

• The merged conversation or ticket closes. You can no longer reply in it, and it shows a link to the one you kept

• Messages stay where they are. The one you kept shows a merge event with a link to the merged one

• New replies from the customer arrive in the one you kept

• Each one keeps its own assignee, tags, and attributes

• A merged ticket gets the Status for merged tickets of its ticket type

What you can merge

• Conversations and tickets from the same customer

• A conversation into another conversation, a conversation into a ticket, or a ticket into another ticket. You cannot merge a ticket into a conversation

To also merge between different customers from the same company, go to Settings → Inbox → Merging and turn on Allow conversation & ticket merging between different users from same company.

Unmerge

1. Open the merged conversation or ticket

2. Open the menu at the top of the conversation and choose Unmerge

3. Click 'Unmerge' to confirm

It reopens as a separate conversation or ticket.