SmarterTrack 12.x Help

Merging Tickets

On ocassion, an agent may need to combine multiple tickets into one. Merging tickets may be beneficial in a number of scenarios:

  • An end user removed the ticket number from the subject of their email response, causing the reply to create a new ticket rather than append the current ticket
  • An end user submits multiple, very similar tickets at once
  • An end user submits the same ticket to multiple departments

To merge tickets, find each ticket together in the ticket grid of the content pane. This can be done by doing an advanced search for the tickets. (Because most merged tickets will typically be from the same user or organization, advanced search should be a viable option to get all of the tickets in the content pane grid at once.) Checkmark the tickets that should be merged, click the Actions menu in the content pane toolbar and click Merge. Select the ticket which should become the primary ticket and have its ticket properties inherited. The primary ticket is the one that will remain after the merging is complete. All other selected tickets will have their data moved into the primary ticket, with the behaviors listed below. Note: THIS ACTION IS PERMANENT AND CANNOT BE UNDONE. Up to 10 tickets can be merged at once.

Merged tickets will have the following characteristics:

  • Ticket properties, such as status, follow-ups, assigned agent, etc., all follow the primary ticket.
  • Custom Fields all follow the primary ticket.
  • Ticket communication items, such as replies, comments, attachments, and history, will be merged for the two tickets.
  • Reports will no longer reference the old ticket, which means that timing reports may show less data than they did before the merge.
  • Surveys will be merged, so the merged ticket may contain more than one survey result.
  • When you merge tickets from multiple users, all users will be able to see full contents of the merged ticket.
  • A forwarder is recorded, so if the customer replies back using the old ticket number, the email will be correctly recorded in the primary ticket instead.

Merging tickets works best for tickets without a lot of history to them. If you merge multiple tickets that have a lot of transfers, replies, escalations or communication items, it may be more complicated to follow the conversation or history tab when reading the new merged ticket. For items with a lot of history, use Related Items instead. Note: Though similar in nature, merging tickets is different than using the Related Items function, as merging tickets combines the data and discards the leftover tickets. Related Items, on the other hand, simply acts as pointers to other tickets, live chats or call logs that may be similar in nature or related to each other.