Merge and Unmerge Ticket

Merge Ticket

The function of merge ticket is to merge two or more tickets together if you receive two support requests about the same issue from the same end-user.

Sometimes, you may receive multiple tickets that have a similar root cause over a period of time. It may be due to customers inadvertently raising duplicate requests. 3Dolphins allows you to efficiently manage such duplicate tickets by merging them. This essentially allows your agent to track the issue via a single ticket while closing out all the duplicates.

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 primary ticket requester will get replies from the agent. The tickets merged into the primary ticket will be marked as ‘Closed’.

1. Agents can merge tickets with existing tickets in other agents. After the merge, the ticket that has been merged will move to the Closed tab, and all merge tickets are listed in the merge ticket stories.

2. Agents can merge tickets with tickets that have a ‘Closed‘ status. In this case, when the ticket is unmerged, the ticket that was previously closed will move to the Closed tab again.

For example, on the dashboard page select a ticket and click the 'Merge ticket' button (). Then, in the pop-up of merge ticket, you can search tickets based on ‘Ticket Number’ or ‘Account Name‘, tick the ticket of customers will be merged, and click the 'Merge' button.

Merge Ticket

After the tickets are successfully merged, the tickets will automatically close and move to the Closed tab. For example, if you merge ticket ‘A‘ with ticket ‘B’, then ticket ‘B’ will automatically be closed and move to the Closed tab.

Closed Tab

If you want to view the history of merge ticket, click the 'Merge Ticket Stories' button( ). Then, you can see the ticket has been merged, such images below.

Merge Ticket Stories

Unmerge Ticket

Unmerge ticket function is to reverses the merging action and brings back the original tickets. The ticket that has been unmerged will move to the Inbox tab and it starts behaving like any other regular ticket. After unmerging the ticket, SLAs will start working again. But, if the Agents merge tickets with status is 'closed', when the ticket is unmerged, the ticket will move to the Closed tab again.

Unmerging tickets can only be done on the parent ticket.

For example, on the dashboard page select ticket and click the 'Merge Ticket Stories' button (). Then, you can see a pop-up of merge ticket stories, select ticket, and click the 'Unmerge' button ().

Merge Ticket Stories

You will prompt to confirm the unmerge request, click ‘Yes‘ to unmerge ticket, or you can click ‘No‘ to return to the customer support page.

Confirmation Unmerge Ticket

The ticket that has been unmerged will move to the Inbox tab and it starts behaving like any other regular ticket.

Inbox Tab