Choose Between Link, Duplicate, Merge, and Split

This guide provides practical decision guidance so staff use the least destructive advanced tool that matches the situation.

Where this fits in QC Support Ticket

QCST keeps the customer conversation, private staff notes, and system workflow history distinct. Public replies can be shown to the customer; Pro Internal Notes remain staff-only; system timeline entries document events such as assignment, status, relationship, merge, or split operations.

Primary location: QC Support Ticket Agent Queue ticket detail, with global attachment/settings controls under Settings.

Before you begin

  • Confirm the site currently has Max / All Access effective access before expecting the controls described here. A preserved configuration may still exist after downgrade even when the feature is locked.
  • Take a current backup and use a test or low-risk record first when the action can change or remove routing, relationships, or installed files.

How to do it

  1. Use Related when two separate issues need cross-navigation but should remain independent.
  2. Use Duplicate when one ticket reports the same underlying issue but you still want both records preserved separately.
  3. Use Merge only when staff should consolidate work around a target ticket; review source/target carefully because it is more consequential than linking.
  4. Use Split when selected messages in one ticket are actually a separate issue that deserves a new ticket.
  5. After any advanced operation, verify both records, customer/routing context and relationships before continuing work.

Important behavior and limits

  • Public replies are customer-visible; Pro Internal Notes remain staff-only. System timeline entries record workflow events separately from the conversation.
  • Attachments are stored outside normal public delivery and are streamed only after QCST rechecks ticket authorization.

Community Discussion

For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.