Merge two cases into one

Some people answer by forwarding your mail instead of replying to it. Every forward looks like a brand new message to us, so a fresh case opens each time and one conversation ends up split across three or four of them. Merging puts it back together.

1. 1Open Henvendelser from the sidebar.
2. 2Tick the cases that belong together. You need at least two.
3. 3In the bar that appears, open Handlinger and choose Slå sammen saker.
4. 4Pick the case you want to keep. The oldest one is selected for you, because that is usually the one that started the conversation.
5. 5Decide about Legg til personene fra de andre sakene på denne. Leave it ticked when everyone on the other cases should hear about this one from now on: the person who opened each case, and anyone copied in. The dialog names who that is. Untick it to leave the people on the case you keep as they are.
6. 6Confirm.

Everything from the other cases moves into the one you kept: the message that opened each case, every reply, every internal note, every attachment, any time you logged against it, and the record of how each case was handled - who picked it up, and how long it sat waiting. Each message keeps its original date, so the conversation reads in the order it happened. The tags are combined. If the case you kept had no company or contact on it, it takes those from one of the others.

The customer is not emailed. Merging is housekeeping, so nothing is sent and no auto-reply fires.

Nothing is deleted. The cases you merged away are closed and marked as merged, so they drop out of your list but the history is still there. If the customer quotes an old case reference back at you, it still points somewhere sensible.

Replies still find their way. If someone answers an email from a case you merged away, the reply lands on the case you kept.

You cannot merge a case that is in the bin. Restore it first (Gjenopprett).

Finding the duplicates in the first place is the same search and filtering as everywhere else: Search and filter the support inbox.