How to Merge Tickets in Help Scout
Help Scout calls them conversations rather than tickets, and how to merge tickets in Help Scout works the way you would hope: the threads combine into one and the duplicate closes.
How to merge tickets in Help Scout, step by step
Open the conversation you want to close
This is the duplicate. Everything in it's 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
Does Help Scout merge conversations or tickets?
Conversations, which are its tickets. Help Scout merge conversations from the same customer and the threads combine chronologically while the duplicate closes.
How do you merge tickets in Help Scout?
Open the conversation you want to keep, choose Merge from its actions, and search for the duplicate by number or subject. The threads combine chronologically and the other conversation closes.
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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