Merge conversations & tickets- Beta available 🤩

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!

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. 

How do we gain access to this feature? been needing this for a while

@David Valenzuela see this message below:

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

Once you submit your request, please allow a few days for the team to give you access 👍

Hello Intercom team, 

Is it possible to know which agent merged the conversations? Currently, it seems like it’s not possible. Thank you!

@Diana Tripac Please let me know if we should create a separate topic for this. Thank you in advance!

Hey Diana, it’s a week since I submitted my request and still don’t see the conversation merge feature… any idea how much longer it might take??

@Andrea Nagel could you please share more details on what happens after users submit requests, when they can expect access, and how to check that? 

@Eduardo Duarte and @David Valenzuela say they submitted the requests but can’t seem to have access yet.

Thank you!

We’re regularly reviewing the Beta access request form to add new folks on the list there - we review these every few days but in some cases it can take up to a week to add new workspaces from the request list.

Once opted in, people logged into the newly opted in workspaces should currently see an in an app message appear confirming that access is now live with a link to the support article.

Note, the option to merge conversations currently only appears on conversations where there are items available to merge. If you look for the feature on a ticket or conversation with no other conversations that can be merged in, the option won’t be visible.

@Eduardo Duarte - I’ve checked and it looks like your workspace was opted into the Beta in October so the merge option should appear on relevant conversations today

@David Valenzuela  - Apologies for the delay in adding you to the Beta; it looks like you added your details to the wait list just after the last round of workspaces were added in. Your workspace has been activated now so it should work for you on relevant conversations now

Thanks for the feedback @Fabian Brocken! 

I’m interested to hear more about why it would be valuable for you to merge tickets within the same company (across different users?) & across companies. Do you have some examples you could share with me to describe how you’d use that? 

For the notification you mention; who would receive that notification? Would this be to the end customer you’re corresponding with or any internal people in your team also? Where would you ideally like that notification to appear and how would this be helpful to your customers / team?

If you have time to share more details I’m happy for you to do that via DM if easier. Thanks again

Thanks for the feedback @Benjamin Vleugels!

I’m interested to understand more about why it would be useful for you to merge conversations across multiple people within the same company? 

We’ve had some similar conversations around this request with other customers and in those cases it sounded like tracker tickets could be a useful way of helping you group together requests from multiple people in the same company & more efficiently reply to them. I’m not sure if that would help in your case or if that’s something you’ve tried already?

If you have time to share more details there, happy for you to DM me if easier 

@Eduardo Duarte this information isn’t currently available; I’m interested to understand how useful that information is to you (e.g. is it a blocker for you to use the feature / very important but not a blocker or nice to have)

Tracker tickets are certainly helpful, especially when addressing similar bugs or outages. In these cases, it’s essential for us to quickly communicate consistent updates to all affected customers.

However, one challenge we face is the volume and fragmentation of tickets when multiple contacts from the same organization reach out about the same issue. For example, when we receive input from both an organization’s IT department and external partners involved with the same case, merging their conversations into a single thread would greatly simplify tracking and resolution. This consolidated approach would ensure that all relevant information is in one place, enabling a cleaner and more efficient process for handling requests and follow-ups.

Thanks @Andrea Nagel .. I see the feature now! in trying to use it though, I’m struggling to figure things out and not sure it’s working correctly. I have currently 8 conversations in my inbox, 2 of which are from the same customer that got disconnected from the first at one point. I’m trying to merge these two. However, when I open either of them and click the “Merge into” option in the dropdown menu, I get a dialog that always lists “No recent conversations”… I try entering the conversation ID (282 or 283, in this case) but nothing shows up in the search. I also tried searching via the customers email, etc.

I also see in the Lead details of each of these two conversations a “1 potential duplicate” that I don’t recall seeing before. However, I couldn’t figure out how to merge these to remove the duplicate. Any ideas for me to try?

Hey @Diana Tripac! Is this still in Beta? I can see this thread is 7 months old but we still do not have this feature in our instance?

Can you please share with me what is the status and if it is still in Beta, we would like to have an access and test it?

Best,
Plamen

@Plamen Hristanov the merge feature is still in Beta; we’re opting in customers based on requests submitted to the form in this post. All the requests we’ve received through that request form so far should have been opted in now but happy to double check if there have been any issues with your instance.

If you share the ID for your workspace with me by DM (or resubmit through the form if easier) I can double check if it’s been opted into the Beta or opt you in if not. 

David Valenzuela wrote:

Andrea Nagel wrote:

We’re regularly reviewing the Beta access request form to add new folks on the list there - we review these every few days but in some cases it can take up to a week to add new workspaces from the request list.

Once opted in, people logged into the newly opted in workspaces should currently see an in an app message appear confirming that access is now live with a link to the support article.

Note, the option to merge conversations currently only appears on conversations where there are items available to merge. If you look for the feature on a ticket or conversation with no other conversations that can be merged in, the option won’t be visible.

 

@Eduardo Duarte - I’ve checked and it looks like your workspace was opted into the Beta in October so the merge option should appear on relevant conversations today

 

@David Valenzuela  - Apologies for the delay in adding you to the Beta; it looks like you added your details to the wait list just after the last round of workspaces were added in. Your workspace has been activated now so it should work for you on relevant conversations now

Thanks @Andrea Nagel .. I see the feature now! in trying to use it though, I’m struggling to figure things out and not sure it’s working correctly. I have currently 8 conversations in my inbox, 2 of which are from the same customer that got disconnected from the first at one point. I’m trying to merge these two. However, when I open either of them and click the “Merge into” option in the dropdown menu, I get a dialog that always lists “No recent conversations”… I try entering the conversation ID (282 or 283, in this case) but nothing shows up in the search. I also tried searching via the customers email, etc.

I also see in the Lead details of each of these two conversations a “1 potential duplicate” that I don’t recall seeing before. However, I couldn’t figure out how to merge these to remove the duplicate. Any ideas for me to try?

 

Currently seeing this as well with two convos by the same user not being able to be merged.

​@Tristan from what you’ve shared it sounds like conversations are split across duplicate users (conversations can currently be merged for a single user only). Only conversations that can be merged will appear in the dialog box that appears & be available to search from that location.

Some help articles which sound relevant here: 

• Identifying duplicate users
• Merge lead and user profiles
• Merging tickets & conversations

I’d encourage you to reach out to our support team who’ll be able to dig into the specifics with you and work through a more detailed investigation though to be sure.

Hope that helps!

Hello! Would love to be added to the list to enable this feature as well. When are the plans to release it?

​@Jay Muraszewski the Beta is still open so if you add your details to the Beta access request form here I can get you signed up 

Just got this feature and Katie’s feedback still remains very true.  I’m not seeing how to get previous conversations unless you search through the past conversations.  There is a message added to the conversation of “merged another conversation into this one” but it would be great it that could include a link to the conversation that was merged. 

Hello everyone!

We’ve started using this feature, and we’re glad it’s finally available in Intercom.

In the previous support tool we used, merging conversations essentially combined them into one. All messages from those conversations would appear together in a single place. This was helpful for several reasons, including better readability of information, more accurate sentiment reporting numbers, and a tidier inbox overall.

Unfortunately, it doesn’t seem to work that way here. The messages remain in their separate conversations, so you still have to check each one individually to see if different information was added to different tickets. We often get spammed by users opening dozens of separate conversations about the same topic, hoping for faster responses, and this current merging behavior reduces much of its usefulness.

Would it be possible to add this type of merging? If others have different needs, it might even be great to include customizable settings for how it behaves, just in case this approach would be inconvenient for some.