How do I merge two or more Help Desk tickets into one using the Libanswers platform?
Objective: Merge tickets on the same exact subject from different sources into one to prevent Help Desk clutter and improve metadata.
Answer
- Log into the Libanswers system at https://franzello.libanswers.com/
- Take note of the ticket ID number that you want remaining after the merge
- Open the ticket that you want to merge into another and click the gear icon, found in the upper right-hand side of the ticket.
- Select ‘Merge’ from the list
- A question list will show, and can be searched, but typing in the ticket ID into the bottom field is most efficient
- Click the blue ‘Merge’ button and a confirmation page will appear, click the blue ‘Merge’ button again.