Merge and unmerge tickets
Combine two tickets from the same customer into one conversation, and undo it with Unmerge if you merged the wrong one. Messages and history move across.
Last updated 2 min read
Customers sometimes write twice about the same thing, or start by chat and follow up by email. Merging puts those messages into one ticket so your team answers once, with the whole story in view.
Before you start
- Who can do this: agents, admins and owners.
- Plan: all plans.
Step by step
- Open the ticket you want to keep.
- Press More actions (⋯) in the header and choose Merge ticket.
- Merge a ticket into this one opens: "Its messages move here and it closes. You can unmerge afterwards."
- Search under "Search by subject or customer", or pick from the list. Tickets from the same customer are marked Same customer.
- Press Merge.
What happens next
The other ticket's messages appear in this ticket's timeline, and the activity log records "merged another ticket into this one". The merged ticket closes; opening it shows Merged into with a link to this one.
Unmerge
- Open the ticket you merged into.
- Find the merge line in the timeline.
- Press Unmerge. The other ticket becomes separate again.
Merge or keep separate?
| Situation | Do this |
|---|---|
| Same customer, same order, two emails | Merge |
| Chat then email about the same problem | Merge |
| Same customer, different questions | Keep separate |
| Two customers about the same delay | Keep separate; tag both |
Tips
- Keep the ticket with the clearest subject or the linked order, and merge the other into it.
- Reply after merging, not before. One reply in the merged ticket answers both messages, and the customer sees a single, tidy thread instead of two half-answers.
- Add a short internal note if the merge is not obvious, such as "Merged the chat from Monday about the same parcel", so teammates understand the timeline.
- Before merging tickets from different customers, think twice; it mixes two people's messages.
- Automate it: the rule builder's auto-merge template merges repeat tickets from the same customer. See Create a rule.
Troubleshooting
"Pick another ticket"
You tried to merge a ticket into itself. Pick a different ticket.
"There are no other open tickets."
There is nothing else open to merge. Merging works with open tickets.
"No ticket matches."
Your search found nothing. Search by the customer's name or part of the subject.
"Invalid merge"
The merge could not be undone, perhaps because it was already unmerged. Refresh the ticket.
Frequently asked questions
When should I merge two tickets?
When they are really one conversation, for example a customer who emailed twice about the same order, or wrote by email and then by chat. Merging puts every message in one ticket, so the team answers once and the history stays together. Leave separate questions as separate tickets.
What happens to the ticket I merge into another?
Its messages move into the ticket you are in, and the merged ticket closes. Opening it shows Merged into with a link to the main ticket. The main ticket's timeline shows a line about the merge with an Unmerge button, in case you need to separate them again.
Can I merge tickets from different customers?
The merge list shows other open tickets, with those from the same customer marked Same customer at the top. Merging tickets from different customers is possible but rarely right, because the conversation then mixes two people. Check the customer before you press Merge.
How do I undo a merge?
Open the ticket you merged into and find the line in the timeline that describes the merge. Press Unmerge next to it. The other ticket comes back as its own ticket with its messages. Unmerging is recorded like other ticket events.
Can Hushdesk merge duplicate tickets automatically?
Yes, with a rule. The rule builder has a merge recent action and an auto-merge template, which merges a new ticket into the same customer's recent open ticket. Use it carefully, for example only for tickets with the same subject within a short time.
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Related articles
- How email threading worksHow Hushdesk keeps a customer's replies in the same ticket using email headers, a private reply address and the subject, and when a new ticket opens.
- See ticket history, rename, print or mark unreadShow every event on a ticket, such as assignments, tags and rules, rename an unclear subject, print the conversation and mark a ticket as unread.
- Create a rule to automate ticketsBuild a When, If, Then rule that tags, assigns, prioritises, snoozes or answers tickets automatically, test it on recent tickets and switch it on.
- Search, filter and sort ticketsFind any ticket by customer, email, order number or words in the message, filter the list by channel or team, and sort by newest, oldest or priority.
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Chat with the Hushdesk team. A person answers on every plan.