Within Teamwork Desk, you can bulk merge multiple tickets from the same customer.
When viewing a list of tickets on your site in an inbox view or in search results, use the checkboxes to the left to select each relevant ticket. Once selected, click the Merge Ticket option from the bulk actions toolbar at the top of the list.
Note: The merge option will only appear when at least two tickets are selected.
In the Merge Tickets modal, you will then need to choose which of the selected tickets should be used as the primary ticket. The remaining selected tickets will then be merged into that ticket.
Use the checkbox to the left of the relevant ticket to select it, then click Merge tickets to proceed.
Note: Only the custom field data on the primary ticket will be retained once the tickets are merged. All other custom field information will be lost. Custom fields are available on the Premium subscription plan and above.
An additional confirmation modal will open asking you to confirm the merge. Click Merge Tickets to complete the process. Merging of tickets cannot be undone.
Note: Any CC addresses already included in the original tickets will be maintained when the tickets are merged.
If the tickets you have selected are associated with different customers, you will instead see an error message that the tickets cannot be merged.
For more information, see: Bulk Edit Options