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Sometimes multiple cases are opened for the same issue — a customer emails and then calls, or two team members create cases for the same request. Merging lets you combine these into a single case so nothing falls through the cracks. When you merge case A into case B, case A is closed and its conversation history is preserved as a reference on case B. Case B becomes the single source of truth going forward.

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When to merge

  • A customer contacts you through multiple channels about the same issue
  • Duplicate cases were created by different team members
  • A follow-up case should be consolidated with the original

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Requirements

Both cases must meet all of the following conditions to be merged:
ConditionDetails
Same organizationBoth cases must belong to the same organization
Different casesYou cannot merge a case into itself
Not archivedNeither case can be archived
Not already mergedNeither case can have been previously merged into another case
Not a draftNeither case can be in draft status
Merging is permanent and cannot be reversed. Make sure you’re merging into the right case before proceeding.

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How to merge

1

Right-click the case

Right-click on the case to be merged in the cases list sidebar and select Merge into….
Right-click context menu on a case showing the Merge into option
2

Search for the target case

Search for the case you’d like to merge the selected case into.
Merge case dialog showing search for a target case
3

Preview the merge

Review both conversations side by side before confirming.
Review merge screen showing both conversations side by side
4

Confirm the merge

Confirm that you want to permanently merge the cases.
Confirmation dialog warning that merging is permanent and irreversible

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Channel compatibility

Not all channel combinations support merging. The rules depend on the channel each case originated from. The key rule: any case can always be merged into an email case. Beyond that, compatibility depends on the channels involved — and most cross-channel merges require that both cases belong to the same customer.
Source ChannelCan Merge Into
EmailEmail, Chat*, Voice*
ChatEmail, Chat*
VoiceEmail, Voice*
FB MessengerEmail, Voice*, FB Messenger*
IG DMEmail, Voice*, IG DM*
X DMEmail, Voice*, X DM*
Social CommentsEmail, Voice*
* Requires both cases to belong to the same customer.