The merging suggestions feature uses AI to identify tickets that might be potentially merged with the ticket the agent is currently working on. These suggestions appear in the Intelligence section of the context panel within a ticket.
You must have the Agent Workspace to use this feature.
This article contains the following topics:
- About merging suggestions
- Turning merging suggestions on or off
- Merging a ticket based on a merging suggestion
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About merging suggestions
Merging suggestions is a feature available in the Intelligence section of a ticket’s context panel. Based on the ticket an agent is viewing, the panel displays tickets submitted by the same requester two weeks before and after the current ticket was created.
For example, if Requester A submitted multiple tickets on the 25th, 26th, and 28th of the month, and an agent opened the ticket from the 26th, Intelligence would show Requester A’s tickets from the 25th and 28th.
From Intelligence, agents can merge tickets from the same requester. Merging tickets from Intelligence follows the same rules as described in Merging tickets with one exception: When merging via the Intelligence panel, the selected tickets will be merged into the currently open ticket.
Turning merging suggestions on or off
Admins can turn merging suggestions on or off in Admin Center. By default, this feature is turned on.
To turn merging suggestions on or off
- In Admin Center, click Workspaces in the sidebar, then select Agent tools > Context panel.
- Select or deselect Merging suggestions, depending on whether you want the feature to appear in Intelligence.
- Click Save.
Merging a ticket based on a merging suggestion
In Intelligence, agents can merge tickets based on the suggestions that appear under the Merging suggestions heading.
To merge a ticket based on a merging suggestion
- Within a ticket, open Intelligence () in the context panel.
- Expand the Merging suggestions heading.
- Select the ticket you want to merge into the current ticket. You can select more than one ticket to merge.
- Click the merge icon ().
- If you’re attempting to merge a ticket into a ticket with a different organization, brand, or requester, review the message in the Merging across accounts window. Click Continue Merge if you want to continue, or Go Back if you want to cancel the merge.
- In the Ticket merge window, review the information about the tickets
you’re merging:
- If necessary, edit the merge comments that are added to each ticket. If you remove all text from the comment box, the most recent comment from the merged ticket will appear as the updated ticket comment.
- If you don’t want the requester or any CCs to see the merge comment,
deselect Requester and CCs can see this comment.Tip: Admins can also set the default privacy for all ticket comments to make merge comments deselected by default.
- Click Confirm and Merge. The tickets are updated with the merge comments. The ticket that was merged into the current ticket is closed.