Merge conversations & tickets- Beta available 🤩

Forum|Forum|1 year ago
March 14, 2024
79 replies
5474 views

+3

Diana Tripac
Leading the Community @ Intercom

Update 💡

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

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.

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.

Click the link below to request access now.

Great News! Merge conversations & tickets feature is now available in beta! 🥳

That’s one of the most requested features in the Intercom Community—and now we are here to help you get access to it!

If you’d like to get access to the Merge conversations & tickets beta, submit your details on the link below 👇

Request beta access now

💡 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, check out this article.

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Jen McGee
New Participant
Forum|Forum|7 months ago
June 11, 2025

@Andrea Nagel Would love to be able to beta this- we desperately need to merge users! I tried clicking the beta form linked a few messages above and nothing happened

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JHarlowe
Connector
Forum|Forum|6 months ago
July 2, 2025

Wanted to add another upvote / bump for removing the restriction of only allowing merging when there is a single participant.

Many support requests especially from IT departments will have cc’s and they need to be kept on the conversation / tickets during the merge.

“A SQL query goes into a bar, walks up to two tables, and asks, ‘Can I join you?’

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Nicolette Godlove
Connector
Forum|Forum|5 months ago
August 12, 2025

Is there going to be a way to merge conversations that have multiple people in them? Our users often cc’ their team on emails and if we end up with duplicates, we aren’t able to merge them which is causing problems for reporting to our clients. They track how many interactions we have with their users and instead of this being truly one interaction, it tracks as multiple since we cannot merge them due to this.