Auto-Merge All tickets
The Auto-Merge Ticket function automatically merges all recent conversations from the same customer into a single open ticket, ensuring there’s only one active conversation at a time.
1. Navigate to the Helpdesk Settings
Go to Settings → Organization → Helpdesk Settings
2. Enable Auto Merge
Toggle the Auto Merge option to activate it.
3. Exclude Specific Emails (Optional)
Add emails that should not be auto-merged, such as business emails or forms.
When to Exclude Emails: If you receive multiple unrelated inquiries from the same business email (e.g., via a contact form), exclude it from auto-merge to keep each query in a separate ticket.