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How to merge tickets?

Jan 28, 2015
Vaidulis wrote
Hi,
Is there a possibility to merge tickets?
There are many situations when different tickets are opened from the same customer about the same problem, so they should be merged.

Thank you for the answer.
Reply
1 Promoted answer
Mar 27, 2017
David Cacik agent
LiveAgent has officially released the Merge feature! Your account will be updated to the newest version automatically. If you wish to have the Merge feature right away, just send us a ticket and we will update your account ASAP.
48 Answers
Jan 28, 2015
Martin Svitek agent wrote
I am sorry but it is currently not possible to merge tickets in the software. The only option currently is to reference the tickets by adding a note inside the ticket with the ticket ID of the other one.
Jan 28, 2015
Vaidulis wrote
Thank you for your answer.

It's strange because there is possibility to split tickets but no option for merging tickets.

As you are advertising you are doing custom work fo special features, so maybe any estimate date when this feature could be implemented?

Thanks
Jan 28, 2015
Anton Kralovic agent wrote
Unfortunately there were not enough customers which wanted this specific feature, so as my colleague already mentioned, this issue with possible merging two or more tickets can be handled easily with writing some reference into the note field, there is also the ticket history available one click away from the notes field, so there is no such need for this exact feature.

But really thank you again for the advice, maybe this feature will be implemented later, however it is not on the program right now.

Jan 28, 2015
Joel A. Chornik wrote
+1 for the merge ticket feature
Feb 06, 2015
Francesco wrote
+1 for me too
Feb 07, 2015
Katka Javorska agent wrote
hello,

I have some solution for your, please check our guide where is described the possibility how to answer tickets with the same issue :

https://support.qualityunit.com/969387-How-to-answer-tickets-with-the-same-issue-merge-tickets-alternative?r=1

I hope this help your to sort of your issues :)
Feb 09, 2015
Vaidulis wrote
I doubt it will help...
The problem and necessity of merging tickets actually it's not about sending mass emails. It's about identification, managing and grouping same issues which just sometimes come from different channels. But there are a lot of different issues and it's not possible to send the same mass mails for all of them.
Feb 09, 2015
Martin Pullmann agent wrote
The main problem with merging is that there can be many different ways how to implement merging. Could you describe the way how you think this should work?
Feb 10, 2015
Francesco wrote
Hi Martin, kike Kayako Fusion does, their implementation of merging tickets is good in my opinion.
Feb 10, 2015
Brano Nemec agent wrote
You are right. We do have a suggestion for such function in our development already.
We are still collecting info and other suggestions to create the best way how to merge tickets.
If you have any specific suggestion please let us know..
Everyone is welcome with his own suggestions about merge tickets function.

Thank you!
Feb 11, 2015
Francesco wrote
Thanks Brano, hope to see this cool addon soon! Good work!
Mar 31, 2015
nazwa.pl wrote
+1 for the merge ticket feature, like Kayako does.
Apr 30, 2015
Jens Richter wrote
Hi,

we have exactly the same problem. Some customers, always write a new mail instead of relay on an existing once. So merging would be a nice feature.

We used orts as well and I think they have a good way to merge tickets. You can copy a ticket id and than open the ticket which should be the "master". Click there on merge ticket and put in the ticket id. The corespondents from the first one will than be merged into the "master" ticket. An a comment is placed "Ticket 218184 merge to Ticket 213834".

Maybe this is a solution for you as well.

Thanks.
May 28, 2015
Martina Čížková wrote
+1 for the merge ticket feature, like Kayako does.
We have a lot of old customers and they always make a new email - new ticket.
Jun 30, 2015
Benjamin wrote
+1 Please add feature. There are great suggestions in this thread in regards to how you implement it.
Aug 03, 2015
Sebastian Baginski wrote
+1 for the merge ticket feature!
Aug 06, 2015
Dorian Cosentino wrote
this feature is critical , we work with server monitoring , link etc and when you have several triggers inching down/up = lot of tickets.

This feature is in almost every helpdesk, please add it because i like the liveagent and and I use the liveagent to be more efficient.

Regards!
Nov 02, 2015
Adam Strohl wrote
+1 on this, all it takes is one client who likes to send new emails and boom you've got 5 tickets on the same issue and no way to clean it up especially if each one has some new piece of information.
Feb 14, 2016
KenC wrote
+1 for the merge ticket feature. This is critical for us, too.

Are there any plans for this?

As to how to do it. Please look at RT (Request Tracker) or the others mentioned above.
Mar 28, 2016
Rafael Harari Turquie wrote
+1 for the merge ticket feature
Mar 31, 2016
Andre Fuhrman wrote
+ 1 Very Important Feature, im getting stuck with too many duplicates tickets
Apr 17, 2016
Kenny Gregg wrote
#1 for us as well frustrating not be to able to merge. Customers will send multiple emails in and they are duplicates nice to merge them into one ticket.
Apr 18, 2016
Denny Basham wrote
+1 for merging tickets
Apr 26, 2016
Rafael Harari Turquie wrote
+1 for merging tickets
May 13, 2016
Alisha wrote
+1 for merging tickets.
Please save us time, stress and ultimately help to improve our customer experience :)
May 15, 2016
Alisha wrote
Ideally, I'd like the merge feature to behave in these ways which is pretty much the same as another system I've used.

Merging.

- Agent chooses a 'Merging ticket' which they want to cease activity on and merge it into another ticket (which I will refer to as "Final Ticket").
This "final ticket" is where they want to continue future conversation exclusively.

- In this merge process/a pop up window, the Agent has option to enter note or message to add internal or recipient facing reason for merge which pastes into the "Merging Ticket" and "Final Ticket" along with reference links to the 'other' ticket so you can easily open the other ticket if you need to read the whole thread etc.

- 'Merging ticket' is still accessible/ readable in LA but no further communication can occur on it (maybe similar to how deleted tickets can still be read except without the behaviour of deleted tickets where it creates a new ticket if recipient replies to that ticket notification via email or system etc...)

- Instead, If recipient replies to an email notification for 'Merging ticket' or logs into ticket system and replies to the 'merging ticket'
Then this message comes through on the 'Final ticket' only.
Jul 03, 2016
wrote
Please add this "merge ticket" feature. It is the only thing keeping this software from being amazing. When solving mass tickets from various people with the same issue, I can see how the "tagging" thing is useful, but when it's the same person with multible tickets pertaining to the same issue, a merge ticket feature is really necessary for agent work flow. It would be easier to move through the tickets if this feature were possible. Please add it!!!
Jul 10, 2016
Juanito wrote
Please add this "Merge Ticket" Feature. It is a fact the customers tends to create new ticket for same issue instead of making a follow through. This is a MUST NEED for a heldesk/ticket system.

Looking forward to see this feature soon.

Thank you
Aug 04, 2016
Sebastian Lewe wrote
Without merge function I have a huge mess in my agent panel. Clients always creating new ticket. After that I have many tickets in one conversation. Who would not be annoyed?

I see that the service provider is in no hurry to activate this feature.
Aug 10, 2016
Eric Edmeades wrote
+1 more for this feature.

For some reason, when clients reply to t ickets the system sometimes creates a NEW ticket for the same issue. The same conversation.

The ability to merge tickets is important. Other contemporary services allow this and it is a major time saver. Please add this.
Sep 04, 2016
Clare Hines wrote
1+ also for this feature. We have many agents who can sometimes log a similar bug/issue and we require to merge these requests.

Thanks
Sep 06, 2016
Dustin wrote
+1 here as well. I was informed that this is in the works.
Sep 14, 2016
John wrote
+1 For me to, definitely keen to get this feature implemented as soon as possible.
Oct 07, 2016
Matt Podsiadlo wrote
+1 From me, reason as described by Eric above. Would greatly help us minimize messy conversations
Nov 01, 2016
Eric Leen wrote
+1 for Merge ticket function
Badly needs this feature
Nov 03, 2016
Andrej Harsani agent wrote
We plan to add this feature in next few weeks. thanks for feedback.
Nov 03, 2016
Kenny Gregg wrote
This is great news it is a so needed feature for sure. Something that is so hard to do when someone opens 4 tickets and you can't merge as they are all the same so you have no choice but to silent resolve and then they answer back it just becomes a mess. Something like this is going to be a huge feature.
Nov 03, 2016
Adam Strohl wrote
Guh! Yes! This is such a common occurrence where a client or monitoring system opens multiple tickets and then as Kenny said you have to resolve them and it becomes a mess because -- exactly -- they're reply to the wrong one and re-open it and you end up with 4 tickets with different parts of the thread.

Thank you!
Dec 05, 2016
Gabriel Roca wrote
@Andrej Harsani

A few weeks have already gone by since it was announced that this feature was to be added. Has it already been added? In case not, as soon as it is added, will it be announced in this thread?

Have you already decided the specific behaviour for this new feature? Are you open to any suggestions?

We are very glad that you are adding it :) Thank you!



Jan 19, 2017
wrote
Is there any update for this feature yet? Not being able to merge tickets can create very serious issues for us when long going issues have been getting over 10~20 duplicate tickets and leading to our agents working in shift sessions to miss them.

We should like to know the progress if it is being worked on.
Jan 20, 2017
Andrej Harsani agent wrote
it will be released in 2 weeks
Feb 13, 2017
Gabriel Roca wrote
Any new expected delivery dates for this feature?
Mar 14, 2017
Gabriel Roca wrote
Can you please update us on the expected delivery date for this feature?
Mar 23, 2017
Levi Schlozman wrote
Our company is strongly considering LiveAgent, but I would need confirmation that this is a feature that is currently being added before signing up. I see that you said it will be released in 2 weeks 61 days ago, can you provide any assurance that this will actually be an added feature? That will solidify our decision to sign up. Thanks!
Mar 27, 2017
David Cacik agent
LiveAgent has officially released the Merge feature! Your account will be updated to the newest version automatically. If you wish to have the Merge feature right away, just send us a ticket and we will update your account ASAP.
Mar 28, 2017
Gabriel Roca wrote
@David Cacik In order to decide whether we wish the be updated ASAP: can you please let us know whether this new feature can be automated (for instance via a rule)?
Mar 28, 2017
Gabriel Roca wrote
Also, could you please confirm whether this is a beta version?
Mar 28, 2017
Anton Kralovic agent wrote
Hello Gabriel, the "merge" is also added as action possible to trigger in our automated rules settings. Since the feature is in the first release only, you can name it as beta, but there should be no problem with correct functionality of it.

Feel free to let us know, in case you want it to update and try it for yourself now.

https://support.ladesk.com/945677-Merge-Ticket

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