Email Ticket Merging

Merge duplicate or related tickets into a single primary ticket for better management, improved agent productivity, and seamless customer interactions.

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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.

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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.

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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

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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.

  

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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.

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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:

  

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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.

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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.

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FAQ's

Can I merge tickets from different customers?

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

What happens to a secondary ticket after merging?

It is closed and no longer contributes to independent metrics.

Can a merged ticket be unmerged?

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

Will customers be notified when their tickets are merged?

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

Can I merge more tickets into a previously merged ticket?

Yes, but only into the same primary ticket.

What happens to CC and BCC fields in merged tickets?

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

How does merging affect SLA metrics?

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

Will merging affect agent performance reports?

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

Can I merge tickets from different inboxes?

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