Merge, split, move and link

In short: With Merge ticket you move all messages of a ticket into another ticket. From the menu next to a customer message you move individual messages to an existing or new ticket, or split the conversation from that message onwards. With Link tickets you only add a reference between tickets; the conversations stay separate.

Where to find this

• Merge ticket and Link tickets (paperclip) are on the right of the top bar of an open ticket.
• Move to another ticket…, Move to new ticket… and Split from here (this + newer) are in the three-dot menu next to a customer message in the conversation.

Who: from the Agent role. The buttons are disabled on a closed ticket, on a ticket with the status Draft, while sending and in view-only mode.

Merging two tickets

Use merging when a customer has two tickets about the same subject, for example an email and a WhatsApp message.

1. Open the ticket that should be absorbed into another ticket (the source ticket).
2. Click Merge ticket in the top bar. The Merge ticket dialog opens with the explanation You are about to merge this ticket (ID …) into another ticket. All messages will be moved to the selected destination ticket.
3. Under Destination ticket, search for the target ticket by ticket number, subject, customer name or email address and click it. Each result shows #number • subject • Updated (date).
4. Optionally fill in a Reason (optional).
5. Choose the options from the table.
6. Read the warning Warning: Ticket (source) will be permanently merged into ticket (target). This action cannot be undone. and click Merge tickets.

The Merge ticket dialog with the Destination ticket search field, the Reason (optional) field, the Move labels to destination ticket and Re-run AI analysis on destination ticket checkboxes, the warning and the Merge tickets button.

After merging you see Merged (number) message(s) into ticket ID (number). and you land in the target ticket. The timeline of both tickets shows what happened, including the number of memos and labels that moved along and the reason.

Moving messages to an existing ticket

Use this when one or a few messages have ended up in the wrong ticket.

1. Open the three-dot menu next to the customer message and choose Move to another ticket….
2. The Move messages to another ticket dialog opens with You are moving (number) message(s) from ticket #(number).
3. Under Search ticket, search for the target ticket (Search by #number, subject, customer email or name…) and click it.
4. Optionally fill in a Reason (optional) (Why are you moving these messages?) and tick Re-run AI analysis on destination ticket if needed.
5. Click Move.

You see Moved (number) message(s) to ticket #(number). The target ticket shows (number) message(s) were moved into this ticket.

Moving messages to a new ticket, or splitting

Use this when a customer starts a new subject in an ongoing conversation.

1. Open the three-dot menu next to the customer message.
2. Choose Move to new ticket… to move only this message, or Split from here (this + newer) to take this message and all newer messages along. The dialog then shows (Split from here: this + newer).
3. The Move messages to a new ticket dialog opens with You are moving (number) message(s) from ticket #(number) to a new ticket.
4. Fill in New ticket subject; by default it says Split ticket. Without a subject you see Subject is required.
5. Optionally fill in a Reason (optional) (Why are you splitting/moving these messages?) and tick Re-run AI analysis on the new ticket if needed.
6. Click Create & Move.

The new ticket belongs to the same customer. The timeline of the new ticket shows Created by splitting from ticket #(number). with the reason.

Linking tickets without merging

Use linking when two tickets belong together but must be handled separately, for example a return and a new order.

1. Click Link tickets (paperclip) in the top bar. The dialog shows Link ticket #(number) to another ticket without merging conversations.
2. At the top you see the Linked tickets, each with Open ticket and Remove link.
3. Under Search ticket (Search by number, title, customer or email address), search for the other ticket and click Link.
4. Close the dialog with Close.

The Link tickets dialog with the Linked tickets list, the Search ticket field and the Link button next to a search result.

You recognise linked tickets in the ticket overview by the paperclip with Linked tickets: (number). The link works in both directions and changes nothing about the messages, the status or the customer.

Good to know

• Merging cannot be undone. If in doubt, link the tickets first.
• Moving and splitting only works with customer messages. Replies from the team and notes stay in the original ticket.
• If you want to see all tickets of a customer in one line without moving anything, use the Conversation view. See Continuous conversation or per ticket.
• If a ticket belongs to the wrong customer, do not move the messages but link the ticket to the right customer via the profile card. See Merge, move and block contacts.
• If aishaa notices that different conversations are mixed up behind one sender address, aishaa itself suggests keeping conversations from that address separate from now on.

Related

• The ticket screen
• Ticket statuses and lifecycle
• Labels and sublabels
• Internal notes and AI notes
• Continuous conversation or per ticket
• Merge, move and block contacts