On occasion, an agent may need to combine multiple SmarterTrack tickets into one. The ability to merge tickets can be beneficial in a number of scenarios:
- An end user removed the ticket number from the subject of their email response, causing the reply to create a new ticket rather than append the current ticket
- An end user submits multiple, very similar tickets at once
- An end user submits the same ticket to multiple departments
NOTE: This action is permanent and cannot be undone! Up to 10 tickets can be merged at once.
Merging tickets works best for tickets without a lot of history to them. If you merge multiple tickets that have a lot of transfers, replies, escalations or communication items, it may be more complicated to follow the conversation or history tab when reading the new merged ticket. For items with a lot of history, use the Related Items feature to add all similar tickets as a Related Item on the primary ticket instead. (Though similar in nature, merging tickets is different than using the Related Items function, as merging tickets combines the data and discards the leftover tickets. Related Items, on the other hand, simply acts as pointers to other tickets, live chats or call logs that may be similar in nature or related to each other.)
To merge tickets, you’ll need to get each ticket displayed together in one window. This can be done by doing an advanced ticket search or by opening the User Details window for the user.
Merging Tickets using Advanced Search
- Log into the SmarterTrack management interface as an agent.
- Click on the Tickets icon.
- To merge tickets from advanced search results, click on Advanced Search in the navigation pane, and do a search that will result in displaying all tickets that should be merged. In most cases, the tickets can be displayed together with a search by date and email address or domain.
- When the tickets are displayed in the SmarterTrack grid, select the tickets that should be merged.
- Click on the (...) Actions menu in the content pane toolbar and then click Merge.
- Select the ticket which should become the primary ticket and have its ticket properties inherited. The primary ticket is the one that will remain after the merging is complete. All other selected tickets will have their data moved into the primary ticket, with the behaviors listed below.
Merging Tickets using User Details
- Log into the SmarterTrack management interface as an agent.
- Click on the Tickets icon.
- To merge tickets in the User Details window, navigate to a ticket that was sent in by the user.
- Open the User Details window by clicking on the email address in the ticket header.
- Click on the Tickets tab.
- Place a check next to each ticket that should be merged and click the Merge button.
- Then, select the ticket which should become the primary ticket and have its ticket properties inherited. The primary ticket is the one that will remain after the merging is complete. All other selected tickets will have their data moved into the primary ticket, with the behaviors listed below.
Merged tickets will have the following characteristics:
- Ticket properties, such as status, follow-ups, assigned agent, etc., all follow the primary ticket.
- Custom Fields all follow the primary ticket.
- Ticket communication items, such as replies, comments, attachments, and history, will be merged for the two tickets.
- Reports will no longer reference the old ticket, which means that timing reports may show less data than they did before the merge.
- Surveys will be merged, so the merged ticket may contain more than one survey result.
- When you merge tickets from multiple users, all users will be able to see full contents of the merged ticket.
- A forwarder is recorded, so if the customer replies back using the old ticket number, the email will be correctly recorded in the primary ticket instead.