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The Merge Conversations & Tickets feature is now in Beta again and our product team is happy to help you get access to it šŸ¤©

Once opted in you should see an in app message appear in your workspace confirming you have access and linking to theĀ relevant article outlining how the feature works today.

Please feel free to share any feedback with our support team during the Beta; weā€™d love to hear how youā€™re getting on and if there are any improvements youā€™d like to see to this feature in future.

Click the link below to request access now.


Great News! Merge conversations & tickets featureĀ is now available in beta! šŸ„³

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Thatā€™s oneĀ of the most requested features in the Intercom Communityā€”and now we are here to help you get access to it!Ā 

If youā€™d like to get access to theĀ Merge conversations & tickets beta,Ā submit your details on the link below šŸ‘‡


šŸ’” Note: Please allow a few days to get access to this beta after sending the request. In the meantime, to learn more about the merging tickets and conversations beta,Ā check out this article.

Adding @fernando synctaĀ @ZviaĀ @Rob DĀ @SofianĀ @Dean GĀ @User2491Ā @User89Ā @Luke JĀ @User634Ā @User610Ā @User1061Ā @Adam WĀ @User2540Ā @MilanĀ @Nathan SuddsĀ @ThibauldĀ @User52Ā @LucĆ­aĀ @KAILEYTHORPEĀ @tautvydasitĀ @David DesrosiersĀ @User263Ā @ZviaĀ @Joseph S.Ā @AndreaĀ @Pat BarlowĀ @Patrick Payne (he/him/his)Ā @User1445Ā @ElyceĀ @Jason L12Ā @Erin KĀ @Rohan KĀ @MellĀ @Thomas MurphyĀ @Nate M.Ā @Rhiann PorterĀ @Bianca111Ā @LeeĀ @Ebony DavisĀ @Regan MacdonaldĀ @JacksonĀ @Zack YorkĀ @Patrick Payne (he/him/his)Ā @Victoria HotzĀ @TerenĀ @Daniel WinklhammerĀ @ManagersĀ @Asim JĀ @JÅ«ratėĀ @RenatasĀ @NicolasPerezĀ @XeniaĀ @Federico ArdoĆ­noĀ @LennardĀ @Troy WilliamĀ @Jonas NielsenĀ @LADE Support TeamĀ @Chris HughesĀ @Michael ConleyĀ @Carmelia ScalesĀ @AndreaĀ @Brandon ForetĀ @Solar-PanelĀ @John BonaĀ @Hannah CohenĀ @Mathieu PascalĀ @Gian Luca D'Intino-ConteĀ @Ben SligarĀ @Pedro Henrique StivalĀ @JamieĀ @YasamanĀ @Pat BarlowĀ @Philipp HofmannĀ @AustenĀ @Lisa RogersĀ The merge conversations & tickets featureĀ is now available in beta!Ā 


Great news! Thank you for letting us know šŸ™ŒšŸ½


Yesssssss!!!! Just requested access šŸ™šŸ¼


Hello. Great feature, happy to be a part of the beta.Ā 

Can the merge been automated? Example - Intercom system often indicate that conversation is a potential duplicate. I would prefer if that would lead to auto merge. Worst case scenario - agent will check an un-merge it.Ā 

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Hello.Ā Love this feature!Ā 

I have a suggestion: can the conversation ID be included in the first list when attempting to merge conversations? This addition would make it easier to identify the primary conversation you'd like to merge others into, especially in cases where there are multiple duplicates.
Currently, the subject of the email and the conversation time are displayed at the first point of merging.

Additionally, a feature for bulk merging? This would be helpful in situations where a user has multiple conversations. Instead of merging them one by one, We could simply select multiple conversations after searching and merge them all at once.


@Denis TaranetsĀ  @adamĀ 

Hello,Ā Itā€™s Mat from the Support Engineering Team šŸ˜€

Those are wonderful suggestions. I will add them to our backlog of feature requests.Ā 


Love the feature. Although I do not understand the following:Ā 

Can I merge group conversations or tickets?

No, for security purposes you cannot merge conversations or tickets with multiple participants.

As of now we are deleting participants, merging the tickets, and adding the participants back in. We should have the flexibility to merge any two tickets assigned to the same company.


Thrilled to be part of the beta, have been waiting for this feature ever since we started using Intercom!

Something very limiting Iā€™ve noticed immediately is that you can only merge conversations/tickets if they both have the same user/lead as the contact. This is pretty useless in a lot of cases, as another huge issue with the way the system works is that it creates duplicates leads with the same email address every time they start a conversation from a different device or clear their cookiesā€¦Ā so you end up with duplicate leads as well.

It would be great if you had the option to merge any conversations with any user/lead as the participant. Or, if there could finally be an update to Intercom wherein it recognises email addresses and doesnā€™t create new duplicate leads every time someone contacts you from a different device or clears their cookies.


Oh, another thing! I notice you can merge a conversation into a ticket, but not the other way round. Why is this? Would be great to be able to merge in either direction


We are LOVING Merge! Itā€™s been on our wishlist for almost 3 years, since we moved from Zendesk, so very very excited about this feature and loving it so far!

One request from us - itā€™d be awesome if the recent conversation history showed a convo was taggedĀ ā€œMergedā€ instead of just ā€œclosedā€ - itā€™d save time sifting through convos. Very minor, but would be a nice extra :D
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@Michael ConleyĀ 

Appreciate your feedback around the restriction around merging group conversations. As our docs mention this is a Security feature set up to prevent your team from accidentally adding participants to conversations that they shouldnā€™t be included in. That said, Iā€™ll flag your feedback for our team!


@MellĀ 

Thanks for that feedback around better highlighting of those conversations that were closed due to merging! I can see how that could be helpful information to surface. Iā€™ll flag this feedback for our team!


HiĀ @Rhiann PorterĀ !

We appreciate your taking the time to provide feedback around the new merging feature.Ā 

Creating a new Lead when someone writes into your team isĀ necessary to maintain the Security of your Leadā€™s data. If we assumed that everyone who provided you with the same email address was actually the same person, the it would be too easy for bad actors to log into Intercom pretending to be someone that they are not. For example, just because I tell you that my email address is Rhiann@porter.com, it doesnā€™t mean that I am really the owner of that email address. If you were to assume that I was the same person and logged me into that Leadā€™s account, I would now have access to all of your past conversations.Ā The cookies stored on the device is what confirms for us that a person is who they say they are.

That said, I can understand how nice it would be to be able to merge convos of different Leads once it was confirmed that they are who they say that they are. Iā€™ll flag that feedback with our team in the hopes that they can come up with a reliable system that takes both security and convenience into account!


Great feature :)

One question - is there a reason why merging conversations across different channels is not supported?


Hi there @NuritĀ !

Glad to hear you like the new mergingĀ feature!Ā 

I believe the issue with merging multiple channels has to do with the fact that we then donā€™t know for sure which channel to use for future messages. That said, this feature is still in Beta and the team is still improving it. They are aware that this is an ability that people would like to see incorporated into this feature down the road. Iā€™ll flag your feedback with the team as a Feature Request!


Creating a new Lead when someone writes into your team isĀ necessary to maintain the Security of your Leadā€™s data. If we assumed that everyone who provided you with the same email address was actually the same person, the it would be too easy for bad actors to log into Intercom pretending to be someone that they are not. For example, just because I tell you that my email address is Rhiann@porter.com, it doesnā€™t mean that I am really the owner of that email address. If you were to assume that I was the same person and logged me into that Leadā€™s account, I would now have access to all of your past conversations.Ā The cookies stored on the device is what confirms for us that a person is who they say they are.

Thanks for your reply, Jacob. I have asked this question a few times and never once had someone respond with this security concern reasoning - previously itā€™s just been ā€œoh we canā€™t do that yet, I know itā€™s annoying! Iā€™ll raise it as a feature requestā€. Nobody has suggested before that this phenomenon is actually intentional.

It seems the obvious next step then that Intercom would have a feature wherein we could merge these leads once we have established that they are the same person. The benefits of allowing the merge of leads/users really do outweigh the negatives and I think most users would agree. Having 6 copies of one person makes issue and product ownership tracking really rather difficult.


Thanks for your reply @Jacob Cox!
For now, until it improves, it would be better if the pop-up when merging conversations only shows mergeable conversations. It's difficult for teammates to tell which channel the conversation belongs to from the list.


Very happy to hear this, looking forward to testing this out!


SO beyond excited about this feature. Testing it out now. First two things Iā€™m noticing:Ā 

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I feel like its not obvious that ā€œchat with Erin Kappersā€ is linked. But I think itā€™s important that people are able to click there and see what the other chat/ticket was. I just started clicking everywhere in the box to figure out where the link was.Ā 

I wish there was an easier way to understand which conversation is which. For example, I wish it had the ticket name or one of the fields for the ticket when youā€™re selecting what you merge into. Or even some way to realize if thereā€™s a conversation/ticket that previously had something merged into it so you know you are merging into the right one.

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Excited to add both our workspaces to this beta! Thanks to the Intercom team for hearing us out. :)Ā 


I wish I saw this earlier just requested access!Ā  This is a long time coming -- excited to try it out and give feedback.Ā  So needed, after trying the beta Iā€™m going to definitely recommend it to clients too.Ā 


We really appreciate all of your feedback and have taken it on board, the team will soon be working on improvements to the experience šŸ‘

This beta access has now ended and requests will no longer be accepted.

With the help of the Intercom Community, we managed to give access to this beta to over 120 Intercom customers! šŸ„³


One additional thing I noticed when testing is that thereā€™s nothing on the customer experience side that lets the customer know that the tickets have been merged or that the old ones are closed. It just looks like they never got a response. I wonder I there would be a way to link to the merged ticket so they realize which conversations got merged?


Please can we have access to this??Ā 


Hi @Christopher ChurchillĀ  I will reach out to you in a separate thread on that šŸ‘