# Email Ticket Merging

***

## 1. Introduction

#### **What is this Feature?**

This feature allows agents to merge duplicate or related email tickets into a single primary ticket (*all tickets belonging to the same inbox*). This ensures that customer interactions are streamlined, eliminating confusion caused by multiple tickets for the same issue.

#### **Why is this Feature Important?**

* Reduces redundant tickets and improves ticket management.
* Enhances agent productivity by consolidating conversations.
* Ensures better tracking of customer queries and resolutions.
* Prevents loss of important customer interactions due to ticket duplication.

***

## 2. Use Cases & User Stories

#### **Use Cases**

* **Duplicate Ticket Management**: When a customer accidentally submits multiple tickets for the same issue.
* **Multi-Agent Coordination**: When different agents handle separate tickets for the same customer and need to consolidate information.
* **Customer Escalations**: When a new ticket is created while an existing one is unresolved, ensuring history is preserved.

#### **User Stories**

1. **As an Agent, I want to merge duplicate tickets from a single contact so that I can manage customer queries more efficiently.**
2. **As an Admin, I want to track ticket merging actions to ensure proper auditability and data integrity.**
3. **As a Customer, I want to receive clear communication about my merged tickets so that I am not confused about multiple responses.**

***

## 3. How does this feature work?

**Rules for Merging:**

* Only tickets from the same contact can be merged.
* Only the tickets belonging to the same inbox can be merged.
* Only tickets in **Open, Follow-up, or Waiting** states can be merged.
* Secondary tickets that have already been merged cannot be re-merged.
* One ticket can be primary and secondary in different threads

#### **Steps & Messaging**

{% stepper %}
{% step %}
**Step 1: Selecting Tickets and initiating merging**

* Click the Merge button to initiate ticket merging<br>

  <figure><img src="/files/hLobVo3txmJ4BZMosmAP" alt=""><figcaption></figcaption></figure>
* In this modal, all the open/waiting/followup tickets for that particular customers will be visible.<br>

  <figure><img src="/files/nqtJUMxEYJ66V5JU91Cu" alt=""><figcaption></figcaption></figure>

{% endstep %}

{% step %}
**Step 2: Defining Primary and Secondary Tickets**

* Select and define the primary ticket and the secondary ticket(s)<br>

  <figure><img src="/files/wvxMx7Y831mxLkJzaXfc" alt=""><figcaption></figcaption></figure>

  <figure><img src="/files/kqpKnyplHlZywEAatnmS" alt=""><figcaption></figcaption></figure>

  <figure><img src="/files/p6JLAarviaFS26c8mp3o" alt=""><figcaption></figcaption></figure>
* Other selected tickets become secondary tickets and will be closed after merging.
  {% endstep %}

{% step %}
**Step 3: Merging Process & System Actions**

* Primary ticket retains all ongoing interactions.
* Secondary tickets are directly closed.
* An internal note is added to all merged tickets indicating the merge action along with an activity message. This also consists of a link to the other ticket(s)<br>

  <figure><img src="/files/91IfF1h2P3pGKm228ycs" alt="" width="563"><figcaption></figcaption></figure>
* Customers are notified via automated messages:
  * **Primary Ticket:** Notification that other related tickets have been merged.
  * **Secondary Ticket:** Notification that the conversation will continue on another ticket.
* Accessing Merged Tickets:<br>

  <figure><img src="/files/KkNzU8LvK74wpVLqixZu" alt="" width="334"><figcaption></figcaption></figure>

{% endstep %}
{% endstepper %}

***

## What Happens to tickets after merging?

* The primary ticket remains open and continues to be tracked.
* Secondary tickets are marked as "Closed" and no longer contribute to independent metrics.
* Agents can still access closed tickets for reference.

***

## How are the metrics affected?

**Before Merging:**

| Ticket               | Created Time | First Response Time | Agent Handling | Status | Resolution Time |
| -------------------- | ------------ | ------------------- | -------------- | ------ | --------------- |
| Ticket A (Primary)   | 10:00 AM     | 15 mins             | Agent 1        | Open   | 2 hours         |
| Ticket B (Secondary) | 10:30 AM     | 10 mins             | Agent 2        | Open   | 1.5 hours       |

**After Merging:**

| Ticket               | Created Time | First Response Time | Agent Handling | Status | Resolution Time     |
| -------------------- | ------------ | ------------------- | -------------- | ------ | ------------------- |
| Ticket A (Primary)   | 10:00 AM     | 15 mins             | Agent 1        | Open   | Still being tracked |
| Ticket B (Secondary) | 10:30 AM     | 10 mins             | Agent 2        | Closed | NA                  |

**Absorbed Metrics:**

* The primary ticket retains all tracking.
* Secondary tickets' resolution time is **not counted** separately.
* Agent handling remains unique per ticket.

***

## FAQ's

<details>

<summary><strong>Can I merge tickets from different customers?</strong></summary>

No, only tickets from the same customer can be merged to avoid confusion.

</details>

<details>

<summary><strong>What happens to a secondary ticket after merging?</strong></summary>

It is closed and no longer contributes to independent metrics.

</details>

<details>

<summary><strong>Can a merged ticket be unmerged?</strong></summary>

No, once tickets are merged, the action is irreversible.

</details>

<details>

<summary><strong>Will customers be notified when their tickets are merged?</strong></summary>

Yes, notifications are sent automatically to inform them of the change.

</details>

<details>

<summary><strong>Can I merge more tickets into a previously merged ticket?</strong></summary>

Yes, but only into the same primary ticket.

</details>

<details>

<summary><strong>What happens to CC and BCC fields in merged tickets?</strong></summary>

They are not carried over automatically; agents must manually add them if needed.

</details>

<details>

<summary><strong>How does merging affect SLA metrics?</strong></summary>

Only the primary ticket's metrics will be tracked after merging.

</details>

<details>

<summary><strong>Will merging affect agent performance reports?</strong></summary>

Each agent's contribution is still logged separately for performance tracking.

</details>

<details>

<summary><strong>Can I merge tickets from different inboxes?</strong></summary>

No, only the tickets belonging to the same inbox can be meregd.

</details>


---

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