We're excited to announce the release of Tickets auto-merge, a powerful addition to our support suite designed to streamline ticket management and enhance customer experience.

With automated ticket merging, agents now enjoy consolidated information in a single ticket, leading to quicker response times and improved workflow efficiency. This enhancement minimizes manual effort, empowering agents to deliver swift and effective support to our valued customers.

You can find this setting option by going to Settings > Productivity > Auto-merge.

Want to exclude certain tickets from auto-merge? Simply create a Rule to specify which tickets you want the auto-merge service to ignore and use the new โ€œExclude ticket from auto-mergeโ€ action.

Read more about auto-merge.