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Often, in a support context, a customer could end up creating duplicate tickets for the same issue. This could either be because of an email sent in twice, or because a customer wasn’t aware that it had already been created.
Either way, this creates a scenario where are there two tickets about the exact same issue. For such a scenario, HappyFox lets a user merge these tickets. Assuming there are two tickets, A and B, when an agent merges ticket A onto ticket B - all the conversation from ticket A gets moved to B, and A gets moved to a closed status
The support agent can now manage all customer conversations from Ticket B.
Note: For two tickets to be merged, they need to be from the same contact/ticket creator.