Troubleshoot Ticket Relationships, Merge, or Split

This article covers invalid/self targets, inaccessible tickets, already-merged tickets, missing message selection, authorization, and preservation expectations.

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.

Troubleshooting procedure

  1. Confirm both source/target tickets exist and are not the same ticket.
  2. Verify the Agent is authorized for the Departments involved; relationship tools do not bypass Department scope.
  3. For Split, ensure at least one eligible message is selected and supply the required new Subject.
  4. For Merge, check whether the source was already merged or the target is otherwise invalid.
  5. If an operation is rejected, preserve both tickets and correct the validation/scope issue rather than editing database relationship rows manually.

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.