All of these are in the ⋯ menu on the ticket’s card.
Merge
A customer wrote on WhatsApp and then emailed about the same problem, and two tickets were made. Choose Merge into another ticket and pick the one to keep. The merged ticket’s conversations move onto it, and its reference forwards to the kept one. The customer is told which reference to quote from now on. You can Undo a merge while those conversations are still on the kept ticket.
Tickets merge only when they belong to the same customer. If one person has two contacts, such as a phone and an email, merge the contacts first.
Split
The customer raised a second problem in the same chat. Choose Split this conversation off to move the conversation to a new ticket of its own, linked to the first.
Link
Choose Link to a ticket or tracker and say how they relate: Related to, The parent of or Part of. The link shows on both tickets.
Trackers: one problem, many customers
When something affects many customers at once, such as “Transfers failing since 10:00”, make a tracker:
- On the Tickets list, choose New tracker, and give it a title and a description.
- Add the customers’ tickets with Add tickets, or link them from each ticket.
- Choose Send an update to message every linked customer at once, each on their own channel, for example: “We’ve found the problem and transfers are going through again.”
- When it’s fixed, Resolve all resolves the tracker and every open ticket on it, with a final message.
Texa AI knows about open trackers. When a customer reports the same thing, it links their ticket and tells them the problem is known.