Merging Zendesk Request

When a customer starts a chat with you and it becomes clear they are asking for the same thing as they have in an existing request, you have the ability to merge the new request with the existing, you can also associate the chat with the existing one.

Associate Chat

While chatting, you can click on any of the customer's existing requests on the right-hand sidebar. A click on the existing request will display the information about the request, along with a chat transcript if it was from a past chat. Below this you will see a button, Associate Chat that you can click to associate your current chat with that existing request, effectively merging the two requests.

Merging Tickets

If the visitor chat is auto-converted or if you have converted as ticket already, and finds the same ticket request on the Recent Tickets from the Visitor section. Then, you can click on the Merge with the Exisiting Ticket button from the recently converted ticket and merge with the existing ticket.

You can find the comment section enabled before merging the tickets. You can go with the same content provided in the comment box, or change as you wish and click on the Confirm and Merge button.

You can find the tickets merged and displayed in the Ticket Conversations section.