Merging Tickets

The Ticket merging feature is intended for use when two Tickets have been created for the same incident, but where only one Ticket is required. For example, a contact may have sent two separate emails relating to the same incident, thus creating two separate Tickets.

Prior to using this feature, it is vital to understand that a Ticket Merge cannot be reversed.

Outcome of Merging Tickets

Merging two Tickets results in a retained Ticket, and a cancelled Ticket.

Upon merging, the following actions occur immediately:

• The Status of the cancelled Ticket is changed to Cancelled
• All items (notes, documents, CallBacks, etc.) are moved from the cancelled Ticket to the retained Ticket; i.e. those items are no longer available in the cancelled Ticket.
• A Note is added to the cancelled Ticket advising the ID of the Ticket into which it was merged. This note is the only note retained in the cancelled Ticket, and acts as an audit trail, as it contains the date/time and name of the staff member who actioned the merge. This note is also useful for locating the retained Ticket (e.g. if a contact later refers to the cancelled Ticket ID, the retained Ticket ID can easily be identified).
• A Note is added to the retained Ticket advising the ID of the Ticket that was merged into it (i.e. the ID of the cancelled Ticket).

When the Ticket notes are merged, all the notes are displayed in the retained Ticket, with the same date and time that the notes were originally added.

Although not advised, the cancelled Ticket can later be reopened and modified.

Accessing the Ticket Merge Features

The Ticket Merge feature can be accessed in two ways:

• Utilities > Merge Tickets, or
• When viewing a Ticket, press the Merge button (pinned at the bottom of the screen)

In both cases, the following options will be presented:

Find a Ticket by ID

To find a Ticket by ID, enter the Ticket ID into the search field:

The Ticket ID must be an exact match; for example, entering an ID of 1036 will only list TK1036 (if it exists), and will not match TK10364.

The Ticket prefix (e.g. TK) can be included in the search field, but is not required.

If a matching Ticket is found, the ticket Subject, ID and company name are displayed in the dropdown list (visible in the previous image).

Merging from Within a Ticket

The merge options are displayed in a pop-up window (as shown in the previous image), and the Subject and Ticket ID of the current Ticket are populated automatically in the Find first ticket field.

Find a Ticket by Subject / Description

In addition being able to search for a Ticket ID, the Subject and Description fields of the current customer's tickets can be searched by entering a minimum of 3 consecutive characters into the Find ticket field:

In the previous image, the text stream has been entered into the Find second ticket field, resulting in two matching tickets. Note that the matching text is highlighted in the first result, as the text was found in the ticket's subject. The second result does not include highlighted text, indicating that the text has been matched with the Description field for that ticket.

Merging from the Utilities Menu

When merging from Utilities > Merge Tickets, the merge options are displayed in a new screen (but are otherwise identical to the pop-out window shown in the previous image), however, the Find first ticket field is not populated automatically.

Merge Tickets

To action a Ticket merge, ensure that both the first and the second Find Ticket fields have been populated with a valid ticket.

To confirm the selection, either press Tab on the keyboard, or click the item.

Upon clicking the Merge button , the merge is executed immediately and irreversibly.