Overview #

The purpose of merging tickets is to combine all tickets from the same email into one, making it easier to manage and respond to your questions. 

Key rules for merging tickets #

• Merging tickets is an irreversible process that cannot be undone.
• You can only merge tickets from the same customer/email address, regardless of channels.
• Once merged, initial tickets will be closed and deleted.
• After merging, if your customers still reply to the closed tickets, their responses will be automatically redirected to the merged ticket thread.  

How to merge tickets in MooseDesk? #

Step 1: Select tickets to merge  #

Navigate to the Inbox tab, check the boxes of the tickets you wish to merge, click on ‘More actions’, and then ‘Merge’

Step 2: Choose destination ticket #

Select your destination ticket, where you want all of your tickets merged into it, and then choose ‘Merge’. And you are done merging tickets

You can also merge in the Ticket details screen. 

Choose a specific ticket, click on the three-dot vertical icon, and select ‘Merge’.

Check the boxes next to the tickets you want to merge. Then, click ‘Next’ 

Note: If you have multiple tickets you want to merge, you can search for the ticket IDs or subjects in the search bar. 

What does a merged ticket look like? #

After merging, the initial tickets will be closed and deleted. The new merged ticket will appear in bold, indicating you have a new ticket. 

When you click on the tickets, the closed tickets will appear under customers’ replies in the same thread. 

At the same time, an automatic notification will be sent to inform users that the ticket has been closed and merged.  

Now, all you have to do is continue replying to your customers in this merged ticket.   

Support channels #

If you ever need assistance, our Help Center is packed with comprehensive guides and tutorials.

At MooseDesk, we’re always here to help. Our dedicated email and live chat teams are available around the clock. Drop us an email at help@moosedesk.com, or click the Live Chat icon located at the bottom left corner of the MooseDesk app, our official website, and even within this Help Center.