Merging duplicate tickets & side conversations
Updated August 8, 2026
Merging duplicate tickets
Customers sometimes create two tickets about the same issue — most often on email, when they start a fresh message instead of replying to the original thread. Merging consolidates the duplicate into the ticket you keep working, instead of leaving an agent to track both separately.
- Open the ticket you want to keep (the survivor), and click the merge icon in the ticket header, next to History.
- Search for the duplicate ticket by number, subject, or customer, and click Merge.
- The duplicate's messages and history are moved into the ticket you kept, in their original order. Each moved item is tagged so you can tell where it came from.
- The duplicate ticket is closed and marked Resolved. Opening it later shows a banner linking back to the ticket it was merged into — it isn't deleted, so its record stays intact.
Merging is a manual action. There's no automatic duplicate detection yet — if you spot two tickets from the same customer about the same issue, merge them yourself.
Side conversations
A side conversation is a private thread on a ticket for looping in another agent or teammate — for example, asking billing to confirm a refund — without exposing it to the customer, and without every agent on the ticket seeing it the way they would an internal note.
- Click the side conversations icon in the ticket header (next to History) to open the panel.
- Click Start side conversation, give it an optional subject, and add one or more teammates as participants.
- Only the people you add can see or reply to the thread. Everyone else viewing the ticket — including other agents assigned to it — cannot see its contents.
- Participants get a notification when a new message arrives in a side conversation they're part of (configurable in Settings → Notifications).
- The main ticket history shows that a side conversation started and who's in it, but never what was said in it.
Side conversations are internal-only — participants must be agents or admins on your team. There's no way to loop in an external email address today.