For your customers
Freshdesk
Freshsales
Freshmarketer
For your employees
Freshservice
Freshteam
Freshworks Neo
Leverage a flexible, end-to-end, AI-powered enterprise platform to unify customer experiences
Know more
Features
Marketplace
Developer Portal
Technology Alliances
Customer Spotlight
Freddy AI
Omnichannel Suite
Support Desk
Messaging
Contact Center
Customer Success
By Size
By Use Case
By Industry
Odwiedzasz Freshdesk.com z Polski? Odwiedź naszą polską stronę internetową, aby zobaczyć istotne informacje o naszych produktach, cenach i wydarzeniach w Polsce!
Back to Glossry
Sometimes, customers, in an effort to get the company’s attention, raise multiple tickets about the same issue. Of course, this can also be different people from the same company reporting the same issue. Sometimes, they’re all raised through the same channel. Sometimes, they’re not. Instead of agents redundantly replying to each ticket, these tickets can be merged into a single ticket to make things easier for the agent.
When you merge two or more tickets, one of them becomes the primary ticket with which the other tickets are merged. The primary ticket remains open and only the email of the primary ticket requester will get replies from the agent. The tickets merged into the primary ticket will be marked as ‘Closed’. It’s good practice to add a note explaining the reason you chose to merge the tickets for the benefit of the customer and other agents looking at the ticket.
Unlimited Agents. No strings attached. No credit card required
We use cookies to offer you a better browsing experience, analyse site traffic, personalize content, and serve targeted advertisements. Read about how we use cookies in our Privacy Notice. Our Cookie Policy provides information about managing cookie settings.
Sorry, our deep-dive didn’t help. Please try a different search term.