Guidelines in Merging Tickets

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Before merging the tickets, please make sure that they comply with the following conditions:
1. The emails are from the same customer.
2. The emails are of the same email address.
3. The emails must be about the same item / order from 1 store.
4. If the emails have different email addresses, they can still be merged if they are from the same customer and the concern/s are about the same item/order.
5. The emails were received under 1 store/department. DO NOT MERGE tickets that are received in 2 different stores.

How to merge tickets properly?
If the tickets comply with the above conditions, you also need to consider the Status of the tickets to be merged:

1. Merging NEW ticket with another NEW ticket/s. - Regardless if the other tickets are already assigned to other staff or unassigned, you can simply copy the Ticket ID of the one assigned to you, go to the other ticket/s, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on "Update". Do the same for the remaining tickets if there 2 or more tickets to be merged. After merging, the ticket should remain assigned to you, however if not, you must take the ticket back and make sure to answer all the concerns stated on the merged tickets. Observe proper Ticket Type, Status and Ticket Notes before sending your reply. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.

2. Merging NEW ticket with Awaiting-reply ticket - If the message on the New ticket is of the same concern on the Awaiting-reply ticket, simply copy the Ticket ID of the Awaiting-Reply ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on"Update". After merging, check whose message is the latest and is on top. If the customer's message is the latest and is on top, change the ticket Status to Customer-reply and click on Update. If our staff's message is the latest and is on top, NO need to change ticket status from Awaiting-reply to Customer-reply. The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.

3. Merging NEW ticket with Customer-reply ticket - If the message on the New ticket is of the same concern on the Customer-reply ticket, simply copy the Ticket ID of the Customer-reply ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on "Update". The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.

4. Merging NEW ticket with In Progress ticket - If the message on the New ticket is of the same concern on the In Progress ticket, simply copy the Ticket ID of the In Progress ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on"Update". After merging, check whose message is the latest and is on top. If the customer's message is the latest and is on top, change the ticket Status to Customer-reply and click on Update. If our staff's message is the latest and is on top, NO need to change ticket status from In Progress to Customer-reply. The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.

5. Merging NEW ticket with Resolved ticket - If the message on the New ticket is of the same concern on the Resolved ticket, simply copy the Ticket ID of the Resolved ticket, go to the New ticket, click on EDIT and paste the Ticket ID on the "Ticket ID to merge into" section. Click on"Update". After merging, check whose message is the latest and is on top. If the customer's message is the latest and is on top, change the ticket Status to Customer-reply and click on Update. If our staff's message is the latest and is on top, NO need to change ticket status from Resolved to Customer-reply. The case owner should be notified as a courtesy in order to avoid missing the ticket if in case it was incorrectly merged. WARNING: Do not merge the tickets if they do not comply with the above Guidelines in Merging Tickets.

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