Merging Tickets in Help Scout
Help Scout calls them conversations rather than tickets, and merging works the way you would hope: the threads combine into one and the duplicate closes.
Merging duplicates in Help Scout
Open the conversation you want to close
This is the duplicate. Everything in it is moving into the conversation you keep.
Choose the merge action
From the conversation actions, choose to merge, then search for the conversation you're merging into by number, subject or customer.
Confirm and check the customer record
Threads combine chronologically. If the two conversations came from different email addresses for the same person, tidy the customer record so it doesn't split again.
Small print
Frequently asked questions
What happens to the customer on the merged conversation?+
The surviving conversation keeps its own customer. If two addresses belong to one person, add the second address to that customer record so future email lands in the right place.
Also running Zendesk or Freshdesk?
You now know how to merge in Help Scout. The harder half is spotting which two tickets to merge, and on Zendesk and Freshdesk, with Freshservice and HubSpot coming soon, Ticket Merger does that part for you.
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