If you’re receiving duplicate queries from your customers about the same issues, you can merge conversations and customer tickets into a single ‘primary’ conversation (or ticket).

All messages around the same query will be shown in a single place and duplicate conversations or tickets will be closed, reducing the need for duplicate effort.

From the Inbox, use ⌘ / Ctrl K or the 3 dot menu when hovering over a message and select the option to Merge into - enabling you to merge one conversation or customer ticket into another.

Then search for recent conversations/tickets (from the same user) to merge, or directly select a recent conversation/ticket from the list provided within the modal.

The visibility of the recent conversations is determined by conversation access permissions, so if you want all conversations (regardless of assignment) to be visible and mergeable, you'll need to change your preferences from there.

The conversation or ticket you select will become the ‘primary’ one, and you’ll see a confirmation modal to accept this.

Once a conversation or customer ticket has been merged into another, it becomes the ‘secondary’ conversation, and will be automatically closed. You will no longer be able to reply in the secondary conversation, but instead provided with a link to switch to the primary.

All new replies from the customer (even if they reply in the secondary conversation) will now be fed directly into the primary conversation, providing a single place to view messages and replies.

The secondary conversation is easy to find via a link within the primary and can be viewed in the right sidebar.

To ensure you maintain the best and most consistent experience for customers, merging a customer ticket into a conversation is restricted:

Merged (secondary) conversations or tickets will show in reporting by default. In order to exclude these from your reports, you can apply a filter.

To remove merged conversations from reporting, use the filter "Merged: Is unknown".

If you want to dig in specifically to data for merged conversations, you can instead select ‘is true’.

No, there is no way to un-merge a ticket or conversation, so be sure to check the preview and confirmation modal before merging.

No, we've blocked CSAT surveys from showing on merged conversations so there will be no confusion for your end users.

No, you can't merge Back-office or Tracker tickets. You’ll only be able to merge a conversation or a customer ticket.

There are no restrictions on how many times you can merge a conversation into another. You can simply select each conversation, use the ‘merge into’ function as above, and merge it into the same primary conversation.

Yes, merging an already existing primary conversation simply means that it’ll then become a secondary conversation, and the behavior described above will still apply.

No, you can only merge conversations from the same user, from the same channel. If you wish to merge conversations related to the same topic, we advise instead using Tracker tickets. Learn more about Tracker tickets.

No, for security purposes you cannot merge conversations or tickets with multiple participants.

Conversations or ticket attributes from secondary conversations will not be carried over into the primary conversation.

If you're using an integration, this can cause the creation of duplicate users within Intercom, alongside other causes within your setup and configuration. Read more here to find out how to merge duplicate users.

A customer can still reply to the secondary conversation that has been merged. In the Inbox, the secondary conversation will remain as closed and the customer's response will appear in both the secondary and the primary conversations.

SLA applied to the primary merged conversation will remain, and SLA from the secondary merged conversation won't be transferred to the primary one.
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