We have a customer who has interacted with multiple channels on the same issue, thus there are many tickets for the one customer. I wanted to know if it is possible to just combine these into one ticket?
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Hi
Welcome to Freshworks Community :)
Sometimes when you have multiple tickets from the same customer, you might want to consolidate into one single ticket. This can be achieved using the “Merge” option inside Freshdesk. Once you merge the two tickets, you can merge the other tickets with that as well. It is recommended it keep the primary ticket as the older one to make sure all conversations are added in a chronological order. I urge you to check this detailed note on merging: https://support.freshdesk.com/en/support/solutions/articles/80180-merging-two-or-more-tickets-together
Feel free to drop a note in case you need more clarifications,
Cheers!
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