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.
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.
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.
Optional: Check the merge tags and recipients checkbox.
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.
LiveAgent help desk software enables you to merge tickets from the following sources:
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.
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
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.
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.
Merging two or more tickets with similar contents into one can be highly beneficial to customers and agents alike.
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.
It’s a pleasure to have a great portal that improves our customer service.
LiveAgent empowers our agents to provide better, faster, and more accurate support.
LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.
We have been using LiveAgent since August and we are really satisfied with it.
Since we are using LiveAgent our response time increased by 60%.
Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.
I have to say, I have never experienced such a professional customer approach.
The Workplace Depot
We find LiveAgent to be the best live chat solution by far.
We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.
With LiveAgent we’re able to give our customers support wherever they are.
I can recommend LiveAgent to anyone interested in making their customer service better and more effective.
I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.
All British Casino
With LiveAgent we are able to keep our players happy by offering more efficient support resulting in higher return rates.
LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!
We like it because it is easy to use and offers great functionality, such as useful reporting features.
We love LiveAgent - it makes supporting our customers easy.
We like to offer our customers the best support experience. That’s why we chose LiveAgent.
From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.
LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.
Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.
We’ve been using LiveAgent since 2013. We can't imagine working without it.
It's a cost-effective solution that can help you with a large amount of support requests via different channels.
Antalya Consulting Language Center
Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.
LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...
Timothy G. Keys
I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.
The support team always responded promptly with quick to implement solutions.
It helps us categorize the nature of the tickets and statistically track what our clients need most.
We see LiveAgent as a great tool for communicating with customers.
LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.
Simply put - LiveAgent beats everything out there at this, or even higher, price-points.
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.
We offer concierge migration services from most of the popular help desk solutions.
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.
To learn more about ticket merging and other similar features, check out our knowledge base articles, relevant blog posts, academy posts, glossaries, and more.
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.
Be the first to receive exclusive offers and the latest news on our products and services directly in your inbox.
We appreciate your recent sign up for a LiveAgent.
A message will be sent to your email address containing login details, right after your account is installed.
If you wait for a while, after installation is complete you will be able to access your account directly from here.
After the process is over, we will send the login details to your mailbox.
We’re available on multiple dates