Hiver Ideas

Ability to Link/Merge/Split Tickets
Feature request
Under Review June 06, 2024

Linking, merging, and splitting capabilities provide the flexibility to manage customer conversations effectively, ensuring that related issues are connected, duplicate tickets are consolidated, and complex conversations are properly segmented.

  • Connect and link similar tickets together, maintaining an overview when multiple tickets cover the same topic. Linked tickets help you identify related issues, such as multiple customer complaints about the same product defect, etc.

  • Merge duplicate or related tickets, transferring all messages and notes from the secondary tickets to the primary ticket.

  • If a single ticket covers multiple issues or requires handling by different departments, you can split off a specific issue into a new separate ticket.

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