Hey everyone! We'll keep you posted here about the latest on the merge conversations & tickets beta. Remember, access to the beta is limited time only, so once it ends, this thread will close for comments. Thanks!

Hi all - we’ve now opted in everyone who was on the waitlist for the merge conversations & tickets Beta   Once opted in you should see an in app message appear in your workspace confirming you have access and linking to the relevant article outlining how the feature works today.

The Beta has now opened up again, so anyone who requests to join will be able to get access within a few days of requesting. You’ll be able to request through a form on this thread shortly. Please feel free to share any feedback with our support team during the Beta; we’d love to hear how you’re getting on and if there are any improvements you’d like to see to this feature in future.

Merge beta available again🥳 cc @Kimberly Hammer  @Alexandra GONCALVES @Muhammad Refaie @Christian Leo @Concierge @Kevin Burkitt @Cassidy Tonkin @Sam S @Fernanda Dias @Devops @Pratyush Pal @Adrià Santos @Benjamin Vleugels @Fabian Brocken @Brivelle Support @SeongHoon Ryu 

If you don’t have access to this beta, see this message or request access directly here.

Otherwise, if you’re enjoying the beta already, don’t forget to share your feedback in this thread

Exciting to see the Merge Conversations & Tickets feature rolling out! This will really help teams streamline workflows by consolidating duplicate or related conversations. It’s always tricky when multiple threads exist for the same issue—this should significantly improve resolution times and prevent miscommunication.

Thanks @Diana Tripac for letting us know!

@Diana Tripac 

​​​​​​​Some feedback, Ticket merging should be possible both within the same company and across different companies, allowing for the consolidation of tickets from various users or leads. The primary ticket should be clearly designated. Additionally, a notification should be generated for the merged ticket, indicating its new status and providing the corresponding ticket number. The content of the merged ticket should be incorporated into the primary ticket, enabling FIN to provide a comprehensive summary of the situation. Links to attachments in the merged ticket should be included in the primary ticket, avoiding duplicate storage and allowing users to reference the original source. 

We already have access. Overall, the feature works well but some of the limitations make it difficult to be the ideal solution. We would also like to be able to merge conversations from different people into a ticket. As we work with IT partners & their customers. It often happens that we get separated threads, and we will need to merge those together.  But for us this is already going to be a great improvement.