How do I merge issues?

You can merge Issues together in the Issue detail by clicking the 3-dot menu in the top right of the issue. Only certain types of issues can be merged.

• Issues from different sources cannot be merged.

• Internal issues with only internal threads cannot be merged with a customer issue.

Issues vs Tickets

"Issues" and "tickets" have different logic. Only same source (Slack-to-Slack, email-to-email) issues can be merged.

This is because tickets have individual ticket IDs and have some unintended consequences if merged.

Important: When you merge issues, all message history from both issues is preserved and combined. Only the sidebar fields (tags, assignees, etc.) from the duplicate issue are deleted - the fields from the original issue are kept.

Any time a ticket is created, the customer is able to see and track the status of that ticket ID (this is automatically created for anything that is initiated by the customer).

Issues are not immediately customer-facing since they can be initiated internally. Although we have ticket ID's associated with them that we can see on our end, it is not visible to the customer until a "Ticket" is created.

Once converted to a "Ticket", it cannot be merged. Conversations, on the other hand, can be merged.

Which issue sources can or can't be merged?

Additional Technical Requirements

Account Association: Issues must be associated with an account to be merged.

Ticket Emoji Conversion: Issues converted to tickets using the ticket emoji (🎫) cannot be merged.

Specific Source Matching: Issues from different specific sources (e.g., form submissions, direct emails) cannot be merged, even within the same general category.

Issue Separation and Splitting

Pylon automatically threads related messages and separates different topics intelligently. However:

• Single messages cannot be split: If a customer sends one message containing multiple issues, Pylon cannot automatically separate these into different issues

• Automatic threading: If a customer sends multiple separate messages on related topics, Pylon will thread the related ones together and separate unrelated topics

• Manual splitting: You can manually split issues using the split button on the first message of a thread

• Multiple users: When different users from the same company ask questions on the same topic, Pylon bundles later threads into the earlier one while keeping the original requester

Note: Issues from different sources cannot be merged. Only issues from the same source

Note: Once an issue is converted to a ticket, it cannot be merged back. Only issues (not tickets) from the same source can be merged together.

Additional Technical Requirements Apply: Verify account associations, check for ticket emoji conversions, and ensure specific source matches for successful merging.