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Support merging conversations / tickets

Helpdesk

A couple of use cases I have:

  1. End user reports an issue which requires opening a support thread with another provider, it’d be helpful to see both conversations in one place.

  2. Some providers (like Stripe) send a new email on every reply, rather than using the same email thread, which introduces a lot of clutter in the inbox with every reply.

Post type
💡 New feature
What part of Help Desk?
Posted by Amr from Lunch Flow ·
Status: In Progress7 comments

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Comments7

  • Megan Tiburcy

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    Jun 24

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    Merged request

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    1 vote

    Merge Tickets / Messages

    I want to be able to merge messages or tickets into one because currently they are separated for each ticket and cannot be merged. This would help in managing related conversations that are currently split across multiple tickets.

  • Lars Kemmann

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    Jun 17

    This would be so helpful when supporting some of our less technical users.

  • Weiguang Fan

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    Apr 14

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    Merged request

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    1 vote

    Support merging tickets

    Customers sometimes send multiple tickets/conversations for the same topic, can we merge them like in Zendesk/Freshdesk?

  • Mar Klim

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    Feb 24

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    Merged request

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    3 votes

    Ability to manually merge separate support threads (chat and email) into one unified conversation

    I want the ability to manually merge separate support threads, specifically a chat conversation and an email thread, into a single unified conversation within the support inbox. This is needed when a customer contacts support through different channels (e.g., starting a chat and then sending an email) for the same issue, and the threads are not automatically merged. The current workaround of manually closing one and continuing in the other is inefficient.

  • Kajsa Hageberg

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    Dec 4, 2025

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    Merged request

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    1 vote

    Merge email conversations in the inbox

    As a user, I would like to be able to merge different email conversations in the inbox. Currently, if a user sends multiple emails, they sometimes create separate conversations. Merging them would help keep the inbox organized and provide a better overview of the user's issue.

  • Pablo Dinella

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    Oct 31, 2025

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    Merged request

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    1 vote

    Merge conversations in the support module

    This feature would allow users to combine multiple support conversations into a single thread for better organization and context.

    • Pablo Dinella

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      Oct 30, 2025

      More than once customers have created multiple conversations by mistake using the messenger widget, so this would be helpful :)