Say a customer already has a ticket, but responds from a different e-mail address, or sends a separate e-mail altogether. In both cases, these will end up as separate tickets. Is there an easy way to manually move these messages back into the ticket I know they belong to?

I have checked the message options, and it does let me create a new ticket out of it, but not move it into an existing ticket.

The closest conversation that I could find is https://forum.osticket.com/d/93794-message-on-customer-behalf, but there isn't any working solution.

Is it a matter of a simple DB query that I'm missing, or is this a planned feature somewhere down the road? Please let me know what do you think.

  • You use the Merge feature to merge to the two tickets together.

You use the Merge feature to merge to the two tickets together.

Hello @ntozier, thank you for the tip, that worked.

I did look around the ticket page before posting, but it turns out I had the required permission turned off (along with the linking tickets permission) for some reason, so that's why I haven't discoved the button myself.

Here's the relevant documentation in case anyone's coming from search: docs.osticket.com/en/latest/Features/Ticket%20Merge%20&%20Link.html

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