Merge duplicate conversations

Merge duplicate conversations when they concern the same customer and request and you want to continue in one thread. Merging cannot be undone, so choose the conversation to keep before confirming.

Choose the source and target

• Source: the duplicate conversation you open to start the merge. Its messages will move to the target.
• Target: the conversation you select to keep working in. Its subject, customer, status, assignment, team, and priority are not replaced by the source's values.

Check both conversations carefully. Do not merge different customers' requests simply because their subjects look similar. Review recipients and private notes, and resolve any pending or scheduled sends before merging. If a pending send cannot be confirmed or canceled, postpone the merge.

Merge a duplicate

1. Open the source conversation in Threads.
2. Open the conversation's three-dot menu and select Merge.
3. Enter the target's subject or other recognizable text in Search tickets....
4. Select the intended target from the results.
5. Read Merge tickets? and verify the target named in the confirmation.
6. Select Merge only when you are certain. Protodesk then opens the target conversation.

Search results may be limited by conversation visibility and availability. If the intended target is missing, do not choose a similar result as a substitute.

What changes

The source's messages, including internal notes, move into the target's history. Internal notes retain their internal designation. Followers from both conversations are combined, and an internal system note records the merge.

The source remains as a closed record linked to the target rather than being permanently deleted. It no longer represents a separate thread to keep working on. Review the target's assignment, priority, and status afterward, because merging does not copy those fields from the source.

Merging is not a customer-profile merge, does not send a customer reply, and should not be treated as a migration of every background job, automation record, or activity item.

Restrictions and reference limits

• Both conversations must belong to the same workspace.
• A conversation cannot be merged into itself, and an already merged source or target is rejected.
• Merging older migrated conversations is currently unavailable, including mixed older/newer pairs.
• For Live Chat conversations associated with a Chat App, both sides must belong to the same Chat App and customer.
• Do not assume an old source link will redirect automatically or that future email replies to the old source will always land in the target. Use and share the target conversation reference after the merge.

If a merge fails or the wrong target was used

For a rejected merge, review the workspace, target, and restrictions above. If a request times out, check whether the source history already appears in the target before attempting it again.

There is no self-service unmerge. If the wrong target was used, stop further replies and contact your workspace administrator with the source and target references. Do not promise the customer that the original separation can be restored.