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Merging And Linking Tickets

Merging Tickets


Halo allows the merging of two tickets into one another.


This can be done for a variety of reasons, often this is because an contact has sent in two tickets for the same issue. 


Important: If a ticket that has been closed via merge gets updated by an contact, the update will automatically go to the ticket it has been merged into.


Merging Two Tickets


  1. Open the ticket you'd like to merge into another ticket.
  2. Click the merge button, found by clicking on the 3 dots in the upper right-hand corner of the ticket screen.
  3. This brings up the merge screen, here you should find the ticket you wish to merge into.                                                                  The left hand pane initially filters by open tickets and the customer which the current ticket is linked to. Simply change these if it is filtering out the ticket you are looking for.

 

4. When you have selected the ticket, click confirm selection.


The current ticket is now closed and all of the actions on it are copied into the ticket you have just selected.


Important: It is not possible to "un-merge" a ticket.



Linking Tickets


Linking a ticket works in the same way as creating a child ticket from one ticket. However, linking is making a child ticket out of a pre-existing ticket, rather than creating one yourself. 


You can use the parent-child relationship on tickets to maintain their status as related tasks or subtasks. 


Linking A Ticket


Following the same process as merging, head to the three dots in the top right-hand corner of the ticket you'd link to ticket and select 'Link to another ticket'


Following the same steps as above, find the ticket you'd like to link to, then confirm your selection.




The ticket you have just selected is now the parent ticket of the one you browsed from. It will be listed under the child tickets tab in the ticket itself and the link will be shown in the child ticket.



You are also able to link tickets to the ticket you are on.

To do so, use 'link tickets to this ticket'.



This option is a multi-select option, so you can link as many tickets as necessary.

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