Email Ticket Merging
Merge duplicate or related tickets into a single primary ticket for better management, improved agent productivity, and seamless customer interactions.
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
As an Agent, I want to merge duplicate tickets from a single contact so that I can manage customer queries more efficiently.
As an Admin, I want to track ticket merging actions to ensure proper auditability and data integrity.
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
Step 1: Selecting Tickets and initiating merging
Click the Merge button to initiate ticket merging
In this modal, all the open/waiting/followup tickets for that particular customers will be visible.
Step 2: Defining Primary and Secondary Tickets
Select and define the primary ticket and the secondary ticket(s)
Other selected tickets become secondary tickets and will be closed after merging.
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)
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:
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 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 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
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