Notes

This document serves as a comprehensive guide for merging multiple support tickets in the Dyrect portal. The Merge Tickets feature allows support agents to consolidate duplicate or related tickets into a single primary ticket, ensuring all communication and updates remain in one place while reducing duplicate work.

Important: Tickets can only be merged if they belong to the same Warranty Registration. Ensure that the Warranty ID (and the associated Serial Number, where applicable) is the same for both the primary and secondary tickets before proceeding with the merge.

Step-by-Step Guide to Merge Support Tickets

Step 1: Open the Claims and Support Ticket

From the Dashboard, navigate to Claims and support → claims and support tickets

Open the ticket that you want to use as the Primary Ticket.

Step 2: Access the Merge Tickets Option

1. Click More Actions in the top-right corner.
2. Select Merge Tickets from the dropdown menu.
3. The Merge Tickets window will open, where the currently opened ticket is automatically set as the Primary Ticket.
   
   
   
   

Step 3: Search for a Secondary Ticket

In the Search a secondary ticket by ID or Subject field:

• Search using the Ticket ID or Subject.
• Select the ticket you want to merge.
  
  
  
  
  

The selected ticket will be added as a Secondary Ticket as well as Primary Ticket.

Note: Only tickets associated with the same Warranty ID (and the same Serial Number, where applicable) can be merged.

Step 4: Review the Selected Ticket

After selecting the secondary ticket:

• Verify that the correct ticket has been added.
• Click Set as Primary if you want to make the selected ticket the primary ticket.
• Click Remove to remove the ticket from the merge list.

If a warning icon appears beside the ticket, resolve the warning before proceeding.

Step 5: Merge the Tickets

Once all required tickets have been selected and reviewed:

Click Merge.

A confirmation screen will display:

• Primary Ticket
• Secondary Ticket(s)
• Merge Summary

Review the information carefully before continuing.

Step 6: Confirm the Merge

Click Merge again to complete the process.

Once the merge is successful:

• The selected Secondary Ticket(s) will be Archived.
• All conversations, notes, and related information from the secondary tickets will be consolidated into the Primary Ticket.

Warning: This action is permanent and cannot be undone.

Conclusion

The Merge Tickets feature helps support teams efficiently manage duplicate or related customer requests by consolidating them into a single ticket. This improves ticket organization, preserves communication history, and ensures support agents can manage customer interactions more effectively.

Info

Notes

• Tickets can only be merged if they belong to the same Warranty Registration.
• Ensure both tickets have the same Warranty ID and same Serial Number (where applicable).
• Only one ticket can remain as the Primary Ticket.
• Secondary tickets are automatically Archived after the merge.
• All conversations, internal notes, and ticket history are consolidated into the primary ticket.
• Resolve any ticket warnings before attempting to merge.
• The merge action is permanent and cannot be reversed.

FAQ (Frequently Asked Questions)

1. Where can I find the Merge Tickets option?

Open a support ticket, click More Actions, and select Merge Tickets.

2. What is a Primary Ticket?

The Primary Ticket is the ticket that remains active after the merge. All selected secondary tickets are merged into it.

3. What happens to the Secondary Tickets?

Secondary tickets are archived after the merge, and their conversations, notes, and other ticket information are consolidated into the primary ticket.

4. Can I change the Primary Ticket?

Yes. Before confirming the merge, click Set as Primary on the desired ticket.

5. Can I remove a selected ticket before merging?

Yes. Click Remove next to the secondary ticket to remove it from the merge list.

6. Why can't I merge the tickets?

The tickets may have validation warnings, or they may belong to different warranty registrations. Resolve all warnings before proceeding.

7. Can I merge tickets with different Warranty IDs or Serial Numbers?

No. Tickets can only be merged if they are associated with the same Warranty ID and the same Serial Number (where applicable). Tickets linked to different warranty registrations cannot be merged.

8. Can I undo a merged ticket?

No. Ticket merging is a permanent action and cannot be undone.

9. Why should I merge Claim support tickets?

Merging duplicate or related tickets keeps all customer communication in one place, reduces duplicate work, and improves support team efficiency