Occasionally, some customers are in the habit of raising several tickets on the same problem in an attempt to get the attention of the company. While it is possible that this may be different individuals from the same organization reporting a similar problem, they are sometimes all raised via a similar channel and in some cases not. Rather than the agents responding to each of these tickets separately, they can be merged into one ticket thereby making the work of the agent easier.
When two or more tickets are merged, one of them is deemed the primary one with which the others are combined. From this point, the ticket remains open and response is given only to the email of the primary ticket requester.
Learn more about Merge tickets in LiveAgent.
Merge tickets is a process that can be performed when you receive multiple messages related to the same ticket and want to combine them into one ticket. This facilitates the agent's work by combining texts and tags. After applying a merge, the original ticket is deleted.
The function of combining tickets primarily facilitates the agent's work. The agent does not have to perform the same tasks several times. He can do his job more efficiently.
LiveAgent offers a ticket merge function. For example, if you received two tickets from the same customer, they both cover the same topic but have different details, you can combine them. You can also merge tags. However, it should be remembered that this action is irreversible – the ticket will be blocked. However, you can consult the original ticket and view it.
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