We use the merging feature HOWEVER we need the ability to be able to merge any ticket. Not just the ones intercom offers to us. Previously, with our other product we were able to pick the ticket number we wanted to merge, it would show us, as intercom has now, and then we would be able to merge it. Intercom. Doesnt seem to recognize two tickets we have that need merging and it doesn't offer. Example: our customer sends us a direct email & we get that same emal from one of our subs. We would merge those. We get a phone call and we already have a ticket regarding this exact call we would want to merge that call with its pre existing ticket.
Submitted
Indiscriminate Merging
At the moment, it is not possible to merge tickets that originated via email or messenger with tickets created from a phone call.
In practice, many of our customers follow up on the same issue across multiple channels. Not being able to consolidate this information into a single ticket makes handling these cases unnecessarily cumbersome and error-prone.
We consider this a significant limitation and would strongly appreciate support for merging these tickets across channels.
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