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
Any timeline on this feature request yet?
Hi Amaka,
Thanks for checking in!
We understand this feature would be valuable and appreciate your interest. At the moment, we don’t have an estimated timeline or ETA that we can share for its implementation.
Rest assured, we’ve recorded your interest, and if there are any updates or progress on this feature in the future, we’ll be sure to announce them.
We appreciate your patience and understanding.
Regards,