Merging Tickets
When you received multiple emails about the same the same thing, or when a requester sends a new email instead of replying to an exsisting one, these can be combined into one.
When you merge tickers/emails, the following will happen:
1. One of the tickets (you get to choose which one) becomes the primary ticket. The others become secondary.
2. All conversations from all the secondary tickets are moved to the primary ticket.
3. All the secondary tickets are closed.
4. All messages are sorted chronologically.
5. A note is added to each of the secondary tickets with a link to the primary ticket.
This is how to merge tickets:
From the detailed view of the primary ticket, click on the More button in the top-right corner and choose Merge from the drop-down menu.
In the window that pops up, search for, and select the tickets that you want to mergefrom the drop list.
3. Hover mouse over to select the primary ticket.
If you inadvertently select a ticket that does not need to be merged, click on the red minus sign next to it to remove it from the list. Once done, click Continue.
On the next page, check if the changes you made are okay. You can even edit the notes that will be added to the primary and the secondary tickets.
Click on Confirm and merge to save the changes.