Ticket operations
Real conversations do not arrive one issue at a time
Customers reply twice, forward to two addresses, and raise a second problem halfway down an email. Merge and split keep the queue honest without losing history or breaking reporting.
- Merge duplicates into a single ticket with a combined timeline
- Split a message into its own tracked ticket with its own owner
- Both actions are recorded in the audit trail with who and when
- Customers keep replying to the thread they already know
Merge & split
Live in your workspace
- Merge with preview
- Split at a message
- Nothing is deleted
- Clean metrics
- Links preserved
Inside the workspace
What your team actually sees
Merge and split open as focused modals from the thread header, showing exactly which messages move and what the resulting tickets will look like.
- HD-418212m left
Invoice total looks wrong
Priya - Northwindbilling - HD-4181breached
Cannot sign in to the portal
Marcus - Arclightaccess - HD-41781h 40m
Order SO-88213 never arrived
Dana - Kestreldelivery - HD-41743h 05m
How do I add a teammate?
Sam - Fielderhow-to - HD-41706h 12m
Refund request for March
Ana - Looprefund
Invoice total looks wrong
HD-4182 - Northwind Ltd - priority: high - owner: Rae S.
Priya Raman - customer
09:12
Our March invoice shows 14 seats but we only have 11 active agents. Can you check before we pay?
Internal note - not visible to the customer
Billing exported the seat log: 3 seats deactivated on 12 March, pro-rata credit due.
AI draft - grounded in docs + 42 past resolutions
Hi Priya, you are right - three seats were deactivated on 12 March. I have raised a pro-rata credit of £186 against invoice INV-2291 and it will appear on your next statement...
Customer
- Priya Raman
- priya@northwind.co
- Client
- Northwind Ltd - Tier 1
- Open tickets
- 2
- CSAT
- 4.8 / 5
SLA
- First response
- 12m left
- Resolution
- 5h 40m
- Policy
- Tier 1 - business hours
Audit trail
- 09:12 captured from support@
- 09:12 rule "billing" set priority high
- 09:12 round-robin to Rae S.
- 09:14 AI draft generated
Capabilities
Built for this job, not bolted on
Merge with preview
Pick the surviving ticket, see the merged timeline, and confirm before anything changes.
Split at a message
Choose the message that raises a new issue; it becomes ticket one of a new thread.
Nothing is deleted
Merged tickets stay resolvable by reference and point at their new home.
Clean metrics
Duplicates stop inflating volume counts and skewing resolution averages.
Links preserved
Attachments, tags and client associations follow the messages they belong to.
Ownership stays clear
The merged ticket keeps one owner, so two agents never answer the same customer.
How it runs
From arrival to answer
- 1
Spot the duplicate
Search or the customer history panel surfaces the other thread.
- 2
Open the modal
Merge or Split from the thread header, with the target ticket selected.
- 3
Confirm the result
The preview shows the resulting timeline and ownership.
- 4
Carry on
The audit trail records the operation and the queue counts correct themselves.
Detail
The small print that matters
Where it lives
The ticket thread header inside Inbox.
Reversibility
Merges are logged with source references so support history stays traceable.
Reporting
Merged duplicates are excluded from volume so trends reflect real demand.
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