Within Teamwork Desk, you can
merge multiple tickets from the same
customer into a single ticket thread.
Before
you start
Merge
process
- Merging tickets cannot be
undone.
- Tickets being merged must be
from the same
customer.
- Any drafts or replies
currently being
worked on in the selected
ticket(s) will
be lost when the tickets
are merged.
- Any
CC
addresses
already
included
in the
original
tickets
will be
maintained
when the
tickets
are
merged.
- Only the custom
field data
on the primary ticket is
retained after merging so
choose your primary ticket
carefully. All other
custom field information
is removed. Custom
fields are
available on Premium
and Enterprise
subscriptions.
- If an agent attempts to access
a ticket (via URL) that has
been merged
into another, the URL
redirects them
to the other ticket.
- Teamwork
Desk
limits for tickets and
attachments
also apply when merging
tickets into a
single thread.
- Tickets currently under review
via Training
Wheels cannot be
merged until they have been
reviewed. These tickets are
still shown in the merge
selection list but are
grayed out.
Merge
exceptions
- Archived
tickets cannot be
merged.
- Child
tickets
(created by forwarding
an
existing
ticket)
cannot be
merged.
Merge
other tickets into the current
ticket thread
Select other tickets
from a customer's history to
merge into the ticket you're
currently viewing.
- Click Tickets in Teamwork
Desk's main navigation menu.
- Select a tickets subsection (ex.
an inbox or 'My Tickets') from the
secondary navigation menu.
- Click a ticket to open the
thread.
- Click the merge icon (
)
in
the ticket thread's top
right.
- Check the box on the left of the ticket(s) you want to merge into the current ticket.
- Click Confirm.
- Click Merge Tickets.⚠️ The merge process cannot be undone. Please review the included tickets and selected primary ticket before proceeding.
Bulk merge
tickets
- Click Tickets in Teamwork Desk's
main
navigation menu.
- Select a tickets subsection (ex. an inbox
or 'My Tickets') from the secondary
navigation menu.
- Check the box on the left of each ticket you want to merge.
- Select the merge option (
) from
the
bulk actions toolbar at the top of the
list. If the selected tickets are from
different customers, a pop-up alert is
displayed — only tickets from the same
customer can be merged. - Check the box beside the ticket you want to set as the primary ticket. All other tickets in the group will be merged into this one.
- Click Confirm.
- Click Merge Tickets.⚠️ The merge process cannot be undone. Please review the included tickets and selected primary ticket before proceeding.
For more information, see: Bulk
Edit
Options