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When a customer contacts you about the same issue across multiple threads, merging lets your team track and respond to everything from one place.

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How it works

When you merge two threads, you pick a parent thread and a child thread. The parent stays active. The child is set to Ignored status. Any new messages sent to the child thread automatically appear in the parent’s timeline.

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Merging two threads

There are three ways to start a merge:
  • Open the thread, click the overflow menu in the thread header, and select Merge thread.
  • Open the command palette with ⌘ + K and search for Merge thread.
  • Use the thread links panel on the thread page.

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Unmerging threads

  1. Open either the parent or child thread.
  2. Click the overflow menu in the thread header.
  3. Select Unmerge thread.

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What happens after merging

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Supported channels

Merged thread messages work across all communication channels, including email, chat, Slack, Microsoft Teams, and Discord. When replying from the parent thread, the response is sent through the child thread’s original channel.

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Things to know

  • You can only merge threads created by the same customer/tenant/company
  • A thread can only be merged as a child into one parent thread at a time.
  • You cannot merge a thread into itself.
  • Merging is available for internal threads only - it is not available for external issue tracker links (such as Linear or Jira).