In HelpSpace, you can efficiently manage customer inquiries by either merging tickets for streamlined information or splitting them to address various aspects separately. Below, we outline the steps for both scenarios.
Merge Tickets
Merge two tickets
Open the ticket you wish to merge with another.
In the right sidebar, under “Previous Tickets,” you'll find a list if the customer has multiple tickets.
Click on the ticket you want to merge with the currently open one.
At the top of the ticket, locate and click the “Merge” button
.This action consolidates both tickets into one, combining all relevant information.
Split Ticket
Select “Split into new tickets”
Open the ticket that requires splitting into separate tickets.
Navigate to the specific message you wish to move to a new ticket.
In the top-right corner, click the three-dot menu (options).
Select “Split into new tickets.”
You can now provide a title and additional details for the newly created ticket.
Note: This feature is available only when a ticket contains at least two messages.
Add details for splitting
With these streamlined steps, you can efficiently manage your HelpSpace tickets by merging them for unified information or splitting them to address diverse issues within a single conversation.
