Merge a Ticket into Another Ticket

This guide walks through the Max Merge action, choosing the target reference, adding an optional note, understanding the preserved source/target relationship, and verifying the result before staff continue work.

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. Open the source ticket you intend to merge.
  2. Choose the Max Merge action and enter/select the target ticket reference. Never choose the same ticket as source and target.
  3. Add an optional staff note explaining why the merge is being performed.
  4. Confirm the merge only after verifying source/target customers and issue context.
  5. Open the target and source records afterward and verify the preserved relationship/history/state match the intended outcome before closing any remaining duplicate 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.

Verify the result

  • The target/source records reflect the documented merge result and relationship.
  • Conversation/attachment/history that should remain available can still be audited, and unauthorized customer access has not broadened.

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.