Free Trial

Language switcher

–Hidden comment

Use attributes in format region_from and region_to= to change the languages showing in language switcher.
Available regions are:
europe_from europe_to
asia_from asia_to
mideast_from mideast_to
america_from america_to

Example:
europe_from=0 europe_to=22 will put all languages (ordered in language switcher settings) from 1 to 21 to Europe region:
asia_from=22 asia_to=25 will put all languages from 23 to 24 (so only 2) into Asia region.

Merge tickets

What is ticket merging?

Merging tickets means combining two or more tickets into one. Ticket merging is most commonly used when you receive two help desk support requests from the same end-user about the same issue. In many cases, duplicate tickets are merged to prevent confusion and ensure agent efficiency.

Merge tickets

What happens when you merge two tickets into one?

By merging two tickets, you combine their entire contents, including the private notes and tags associated with each ticket. Additionally, a merged ticket retains the ticket ID of the ticket it was merged into, whereas the original ticket is deleted.

How can I merge tickets in LiveAgent?

  1. Log in to LiveAgent.
  2. Click on Tickets.
  3. Select a ticket.
  4. Click on More (three dots icon) in the lower right-hand corner.
  5. Click on Merge into.
ticket merge feature

6. Click on search and select the ticket you wish to merge it with or alternatively enter the ticket ID of the ticket you want to merge.
7. Click on Select.

Merge tickets

Optional: Check the merge tags and recipients checkbox.

  1. Click on Merge into.
merging two tickets

Can I reverse a merge?

Ticket merging is irreversible, so make sure you only merge tickets when it’s necessary. Technically, if you needed to split a merged ticket in two, you could use the split ticket feature. However, this doesn’t achieve the desired result, as it doesn’t return the tickets to their original state. As a result, the ticket IDs would change, and the tickets would not be split in the same way they were pre-merge.

Split tickets feature in Ticketing software - LiveAgent


Can I merge any tickets I want?

LiveAgent help desk software enables you to merge tickets from the following sources:

However, you cannot merge tickets from the knowledge base or social media. There are no other restrictions for ticket merging. Merging tickets from different end-users is possible as well.

Can I merge an open ticket with a closed ticket?

Yes, you can merge tickets that are marked as opened, answered, postponed, and closed. The only tickets that cannot be merged are those that have been deleted.

What ticket properties and ticket values are merged?

When you merge two or more tickets into one, the entire ticket contents are joined together. This entails the whole ticket thread and ticket notes. You can also combine all ticket recipients and tags associated with the two tickets. 

Save time with the merge feature

Received multiple tickets about the same issue? Merge them into one to eliminate duplicate work. Try it today. No credit card required.

Start free 14-day trial

How does ticket merging look like in practice?

Once you click on the ‘Merge into’ button, the LiveAgent ticketing system merges the selected tickets. It then opens the merged ticket thread. You will notice that the system creates a message that lets you know that the tickets have been merged successfully. The system also provides you with a clickable ticket ID of the original (now deleted) ticket.

merged ticket system message

You can review the original ticket anytime by clicking on its ID, despite it being deleted. However, the ticket is blocked from any action, and cannot be ‘undeleted’ or purged from the system (not even with the “purge deleted tickets after x days” function). The original ticket will only be deleted if you delete the newly merged ticket.

How can I benefit from ticket merging?

Merging two or more tickets with similar contents into one can be highly beneficial to customers and agents alike.

Eliminate duplicate work

Let’s say a customer submits two identical tickets but through different sources. For example, they send an email but don’t receive a quick response, so they start a live chat. Combining the two tickets will ensure that no agent will waste their time resolving the email ticket once the live chat ticket is resolved.

In this case, ticket merging will eliminate duplicate tasks, reduce the agent’s workload, and save precious time.

  • Roman Bosch

    Roman Bosch

    Partly

    It’s a pleasure to have a great portal that improves our customer service.

  • christine preusler

    Christine Preusler

    HostingAdvice

    LiveAgent empowers our agents to provide better, faster, and more accurate support.

  • Karl Dieterich

    Karl Dieterich

    Covomo

    LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.

  • Hendrik Henze

    Hendrik Henze

    HEWO Internetmarketing

    We have been using LiveAgent since August and we are really satisfied with it.

  • Razvan Sava

    Razvan Sava

    Webmaster Deals

    Since we are using LiveAgent our response time increased by 60%.

  • Taras Baca

    Taras Baca

    XperienceHR

    Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.

  • user testimonials

    Andrej Ftomin

    TAZAR Group

    I have to say, I have never experienced such a professional customer approach.

  • Matt Janaway

    Matt Janaway

    The Workplace Depot

    We find LiveAgent to be the best live chat solution by far.

  • Viviane Carter

    Viviane Carter

    CSI Products

    We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.

  • Christian Lange

    Christian Lange

    Lucky-Bike

    With LiveAgent we’re able to give our customers support wherever they are.

  • Jens Malmqvist

    Jens Malmqvist

    Projure

    I can recommend LiveAgent to anyone interested in making their customer service better and more effective.

  • user testimonials

    Catana Alexandru

    Websignal

    I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.

  • JanWienk

    Jan Wienk

    All British Casino

    With LiveAgent we are able to keep our players happy by offering more efficient support resulting in higher return rates.

  • Allan Bjerkan

    Allan Bjerkan

    Norske Automaten

    LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!

  • Sissy Böttcher

    Sissy Böttcher

    Study Portals

    We like it because it is easy to use and offers great functionality, such as useful reporting features.

  • Peter Koning

    Peter Koning

    TypoAssassin

    We love LiveAgent - it makes supporting our customers easy.

  • user testimonials

    Aranzazu F

    Factorchic

    We like to offer our customers the best support experience. That’s why we chose LiveAgent.

  • Rick Nuske

    Rick Nuske

    MyFutureBusiness

    From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.

  • Vojtech Kelecsenyi

    Vojtech Kelecsenyi

    123-Nakup

    LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.

  • Rafael Kobalyan

    Rafael Kobalyan

    Betconstruct

    Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.

  • Martin Drugaj

    Martin Drugaj

    Atomer

    We’ve been using LiveAgent since 2013. We can't imagine working without it.

  • Ivan Golubović

    Ivan Golubović

    AVMarket

    It's a cost-effective solution that can help you with a large amount of support requests via different channels.

  • user testimonials

    Rustem Gimaev

    Antalya Consulting Language Center

    Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.

  • Randy Bryan

    Randy Bryan

    tekRESCUE

    LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...

  • Timothy G. Keys

    Timothy G. Keys

    Marietta Corporation

    I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.

  • user testimonials

    Mihaela Teodorescu

    eFortuna

    The support team always responded promptly with quick to implement solutions.

  • Hilda Andrejkovičová

    Hilda Andrejkovičová

    TrustPay

    It helps us categorize the nature of the tickets and statistically track what our clients need most.

  • user testimonials

    Alexandra Danišová

    Nay

    We see LiveAgent as a great tool for communicating with customers.

  • user testimonials

    Samuel Smahel

    m:zone

    LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.

  • David Chandler

    David Chandler

    Volterman

    Simply put - LiveAgent beats everything out there at this, or even higher, price-points.

Less confusion and more transparency

Merging tickets that are about the same issue can reduce confusion for both agents and customers. For example, imagine that again you receive two tickets about the same problem. Let’s say nobody notices the duplicate ticket, and so they’re not merged. You respond to one ticket, and the customer is satisfied. However, a few days later, a colleague of yours responds to the second ticket, confusing the customer. To make matters worse, they undo your work unknowingly.

As you can see, this can cause some misunderstandings and customer frustration.

Happy customers are the best customers

We offer concierge migration services from most of the popular help desk solutions.

Badges

Faster resolution times

Our last example of ticket merging showcases how the feature can reduce customer wait time and improve resolution times. Let’s assume that a single user submits three tickets that are all related to one issue. By merging the three tickets into one, it will be easier for all agents to resolve the problem. Instead of tabbing in and out of the different tickets, all the relevant information and content will be available in a single ticket thread. Therefore, a ticket merge will make it easier to resolve the tickets much quicker.

Knowledge base resources

To learn more about ticket merging and other similar features, check out our knowledge base articles, relevant blog posts, academy posts, glossaries, and more.

LiveAgent Product Tour

Ready to save time with the merge feature?

Streamline your workflow with the merge ticket feature today. Discover just how easy it is to keep your help desk and customer requests organized. Try LiveAgent today with a free all-inclusive 14-day trial. No credit card is required.

Try LiveAgent Today​

We offer concierge migration services from most of the popular help desk solutions.

3,000+ reviews Trustpilot GetApp G2 Crowd

Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.

×

Schedule a one-on-one call and discover how LiveAgent can benefit your business.

We’re available on multiple dates

Schedule a demo