How to Relate, Merge, and Copy Records in HappyFox Workflows

This article explains how to use the Relate Tickets, Merge Ticket, Merge Contact, and Copy Assets From Ticket actions in HappyFox Workflows, and what to check before running any of them.

Applicable Plans: Available on all plans.

Choosing the right action

Only Merge Ticket and Merge Contact are irreversible. Relate Tickets and Copy Assets From Ticket don't remove or replace anything — they add a connection or a copy without affecting the source record.

Prerequisites

• You need the ticket ID, contact ID, or contact email of both records involved in the action. These typically come from the workflow trigger or a preceding Filter Tickets or Filter Contacts action.

Relating tickets

1. Add the Relate Tickets action to your workflow.
2. Enter the Ticket ID of the main ticket.
3. Enter one or more ticket IDs to link to it in Relate to.
4. Click Save & Test.

Note: Relating tickets only creates a navigable connection between them — it doesn't move data, change ownership, or combine the tickets in any way. Agents can move between related tickets from within HappyFox Help Desk.

Merging tickets

1. Add the Merge Ticket action to your workflow.
2. Enter the Ticket ID of the ticket you want to merge away.
3. Enter the Merge With ticket — the destination ticket that remains after the merge.
4. Optionally add a Merge Note to record why the merge happened.
5. Click Save & Test.

Warning: Merging a ticket is irreversible from within Workflows. The ticket in Ticket ID is merged into Merge With and no longer exists as a separate ticket. If you merge the wrong tickets, undoing it requires manually unmerging them in HappyFox Help Desk — there's no Workflows action to reverse a merge automatically. Confirm you have the correct destination ticket before running this in a live workflow.

Note: Merge Ticket only works when both tickets belong to the same contact. If your workflow's trigger or filter conditions can match tickets from different contacts, add a condition to confirm they share a contact before this action runs — otherwise the merge fails.

Note: To confirm a ticket was merged automatically, open the ticket's details page in HappyFox Help Desk — a merge note is shown there. Setting a clear Merge Note in this action makes that confirmation easier to read later.

Merging contacts

1. Add the Merge Contact action to your workflow.
2. Identify the contact to merge away using either From Contact ID or From Contact Email.
3. Identify the contact that should remain using either To Contact ID or To Contact Email.
4. Click Save & Test.

Warning: Merging a contact is irreversible. The contact identified by From Contact ID or From Contact Email is merged into the To contact and no longer exists separately — all of its existing tickets transfer to the To contact automatically. Confirm both identifiers point to the correct contacts before running this in a live workflow.

Copying assets between tickets

1. Add the Copy Assets From Ticket action to your workflow.
2. Enter the Ticket ID of the destination ticket that should receive the assets.
3. Enter the Copy Assets From ticket — the source ticket whose linked assets you want to copy.
4. Click Save & Test.

Note: Copying assets adds the source ticket's linked assets to the destination ticket — it doesn't remove them from the source ticket, and it doesn't copy any other ticket data, such as replies or custom fields. If you also need to bring over file attachments, that's a separate mechanism — see how attachments work in HappyFox Workflows.

Your workflow can now relate, merge, or copy data between tickets and contacts as needed. Next, see how to create tickets and related tickets if your workflow needs to open a new ticket before relating or merging it.