HappyFox Helpdesk now supports merging Direct Message (DM) tickets created through social channels such as WhatsApp, Facebook Messenger, Instagram DMs, and Twitter DMs.

Channel Retention and Merge Behavior

When merging DM-type tickets, the destination (winning) ticket’s channel is always retained.

Examples:

• If an Instagram-origin DM ticket is merged into an Email ticket, the winning ticket remains Email, and all future customer responses continue over email.
   
• If an Email ticket is merged into an Instagram-origin DM ticket, the winning ticket becomes the Instagram DM ticket, and future messages arrive via Instagram DM.
   

When a merge occurs:

• Only DM-type tickets can be selected for merge.
   
• Source (losing) DM tickets automatically close after the merge.
   
• The destination (winning) ticket retains its status, assignee, and channel.
   
• Messages from losing tickets are not copied into the winning ticket.
   
  • Instead, a merge note is added to the winning ticket, referencing the losing ticket ID(s) with links.
     
  • Each losing ticket also receives a merge note linking back to the winning ticket.
     
• Merge actions are visible in the ticket’s update log.
   

Points to Note

• Only Direct Message (DM) tickets that are eligible for omnichannel workflows can be merged.
   
• Merging is not supported for non-DM ticket types (e.g., Email-only or Web Form tickets).
   
• Both source and destination tickets must belong to the same contact (matching email or phone identity).
   
• DM tickets cannot be unmerged once merged.
   
  • If a DM ticket is merged as a source ticket, it cannot later be separated from the destination ticket.
     
• Other ticket types continue to support the Un-merge action as before.