Keep support agents' ticket threads consolidated and clean

Support agents handling inbound tickets get duplicate threads that fragment customer history and cause repetitive replies. Merging related tickets creates one unified thread for faster resolution.

Overview

Support agents lose context when duplicate tickets fragment histories, increasing repetitive work and customer frustration. This merge workflow keeps a single consolidated thread per customer, so agents work from unified context and response times drop dramatically.

Notable Features

Detect duplicate tickets from incoming messages
Merge matching tickets into target thread
Notify agents with linked ticket summary