How to identify and merge duplicate tickets manually

Multiple submissions for the same customer can generate tickets opened in parallel. Impulsis Side lists these tickets by the requester's phone number so you can consolidate the support request.

Step-by-step

Open a customer ticket and click the merge icon at the top of the Impulsis Side home screen. Scroll to the open Impulsis tickets for this requester section.

1. Select Impulsis only to see only tickets created by Impulsis, or clear it to see all of the requester's open tickets.
2. Click 👀 to open and review a ticket before deciding.
3. Under Source, select the ticket that will be closed.
4. Click Merge after setting the target.
5. Under Target, select the ticket that will remain open.

Attention: the source ticket is closed, and its content is incorporated into the target ticket. This action cannot be undone.