Merging conversations and tickets allows you to have a single place to discuss an issue, keeping all relevant information in one place and preventing duplicated effort.

To merge a conversation or customer ticket, use ⌘ / Ctrl K or the three-dot menu and select Merge into to combine one conversation or ticket into another.

Now search for the conversation or ticket to merge into and select it from the list.

You will then see a preview of what you are merging to help you verify that you are merging the correct items.

If you're merging conversations from different users, the users in the merged (secondary) conversation will be added to the primary conversation. If this is the case, you’ll be shown an additional message to confirm that the users will be added. Keep in mind that merging can't be reversed and may result in sharing conversation history with participants.

Conversations and tickets that started on different channels can be merged together. For example, a user may contact you via the Messenger, then again by email. You can merge the email conversation into the Messenger conversation to maintain a single place for handling their issue.

Once merged, you’ll see a notification confirming that the conversations have been successfully merged, with a link to continue the conversation from the primary thread.

The primary conversation will also have a notification in the thread to show another conversation has been merged into this one.

Merging conversation and tickets from different users is also supported, but it is disabled by default to prevent unintentional data sharing.

To enable cross-user merging, go to Settings > Workspace > Security > Data Security Settings and select "Enable cross-user conversation merging".

Once enabled, conversations and tickets from different users will be available to select when you initiate a merge. All participants of the merged (secondary) conversation will be added to the primary conversation.

After the merge, if the primary conversation is on Messenger, the participants on the primary conversation will see that participants of the secondary conversation have been added.

When a Messenger conversation has been merged into another conversation, the user won’t be able to reply to the secondary conversation any longer.

If they are able to access the primary conversation within the Messenger, they'll be able to click on a button to take them there.

However, the button won't appear if the primary conversation isn’t accessible in the Messenger, for example, if it's an email conversation.

There are some constraints around which conversations/tickets can be merged together:

Conversation and tickets that have been merged will be included in all report metrics by default. You can track merged conversations by applying a filter using the custom attribute “Merged is true”. This will display all conversations that have been merged, or you can exclude merged conversations from your report by selecting "Merged is false".