Jorge Ryan

Any update on this feature, please. 

Tickets are merged when a returning authenticated user opens a new messaging ticket. 
For reference: Authenticating end users in messaging for the Web Widget and mobile SDK

It poses several challenges for our agents. 

1. Agents need to go back and forth between each ticket to check on the details previously provided by the user.

2. If the user initially reached out with an incorrect email address (mistyped) and then in the middle of the conversation decided to log in or was logged in, we do not have the user's ticket history on the right-side panel of the screen when it is merged. We need to search for it manually which causes additional work on our end and time wasted as well. 

3. If the user initially reached out with an incorrect email address (mistyped) or was not authorized - and then in the middle of the conversation decided to log in or was logged in, the conversation closes or we are no longer able to receive message updates from the user when it is merged. We need to search for it manually which causes additional work on our end and time wasted as well. 

4. When a ticket is merged with a closed or solved ticket, the ticket does not reopen for the team members to proactively see it. 

>>> I hope this can be turned off as it is easier to manually merge the tickets. If not, then can we have the same information we have when merging regular tickets? When manually merging tickets, we have the option to place the content of the old one as an internal note, can't the system do the same as well - auto notate where the ticket was merged to for transparency? 

Seems this has been fixed already. I am now able to delete the General Tasks. Not sure why but the option was not present until 2 days ago. All good now, Eugene Cheok. Thanks!

Eugene Cheok Unfortunately I don't see that option from the General Task. The only option at the end is to add a Sub Task. 

Where do you open the Ticket/Task? I don't think there's an option for one to delete.