we​ really need a way to merge conversations.

Hi @Orla P 

Jennifer here from Intercom
 

Currently it's not possible to merge conversations. We've given our customers the freedom to start multiple conversations in case they have multiple topics that they want to keep separate but answered at the same time.

I can definitely understand that there are cases that you might want to merge conversations, I'll submit this feature request to our product team on your behalf. 🤗

I second this! Having a lot of older customers, they occasionally don’t understand how to reply to an email thread on their device and will send new emails every time. Or they’ll reply to an old email, which also opens a new conversation. Our customers also often have to forward other emails to us as proof of purchase, which opens a new conversation. We’ve had a customer in the past with 12 separate conversations open. It becomes impossible to keep track of! (even using duplicate detection and linking to the original in all duplicates).

Intercom is such a modern platform, with so many advanced features. It seems so strange not to have this simple feature that so many of your customers would expect after using other similar platforms..

This feature has been released: https://www.intercom.com/help/en/articles/8862676-merging-tickets-and-conversations