Merging Tickets

You may occasionally wish to merge two tickets in Spiro. Before you do that, it's important to understand what happens once the merge is performed.

What happens when I merge two tickets?

• The ticket that you originally clicked Merge on will be merged into the master ticket you selected during the merge process.
• The resulting ticket will use the attributes from the selected master ticket.
• The timeline activity and related records (reminders, notes, custom entities) for both contact records will be presented in the new record.
• The contact on the master ticket will remain as the primary contact on the ticket details.
• Any other contacts that were part of merged tickets will be added as CC contacts on the Contacts tab of the new master ticket.
• If someone sends an email to old ticket thread, it will be grouped under the new ticket activities.

Can I un-merge contacts or companies?

It is not possible to un-merge tickets.

Merging One Ticket Into Another

• Navigate to the duplicate ticket you wish to merge into the master ticket.
• Click More in the top right hand corner of the ticket and choose Merge Ticket from the dropdown menu
• In the search box on the right hand side of the popup, search for the master ticket that you wish to merge the duplicate ticket with and click merge to complete the action. This could take up to one minute.
• You will be redirected to the master ticket record.

Merging Multiple Tickets Into Another

• Navigate to the ticket list view.
• Multi-select the duplicate tickets you wish to merge into the master ticket.
• Click Actions button in the top right hand corner of the ticket and choose Merge Ticke(s) from the dropdown menu.
• Search for the master ticket that you wish to merge the duplicate tickets into and click merge to complete the action. This could take up to one minute.
• If you want to notify the contacts that they have a new ticket number, tick the checkbox before clicking Merge.
• You will get a popup notification when the merge is complete.