Say a customer has an open ticket for an issue. Then they send an email to the ticket address again, creating another new ticket. I want to merge the second ticket into the original one.
This might happen if for example a customer emails requesting a quote. The bookkeeping software sends the quote to the customer outside of tawk.to. The customer replies to the quote for clarification, but that creates a new ticket. I’d like to instead merge that into their original quote request.
Thank you for reaching out.
At the moment, tawk.to does not offer a feature to merge two separate tickets into a single ticket. If a customer sends another email to your ticket address and it creates a new ticket, the two tickets will remain separate.
As a workaround, you can manually copy any relevant information from the newer ticket into the original one and close the duplicate ticket if appropriate.
We understand how useful a ticket merge feature would be in scenarios like the one you described. We’d be happy to pass this along as a feature request to our product team for consideration in a future update.
Please let us know if you have any other questions—we’re happy to help!
Regards,
Yes, please add it as a feature request