Automated ticket merging and owner reassignment

Business problem

The sales team experiences significant operational drag due to the creation of multiple fragmented tickets for the same customer on WhatsApp. This occurs frequently when customers respond to manual broadcasts or re-engage over long periods, making it difficult for chat quality analysts to review performance and forcing support agents to spend hours manually merging and reassigning conversations to the original owners.

Wished result

An automated system or workflow that detects returning customers on the same channel, automatically merges new incoming tickets with the existing historical ticket, and reassigns them to the previous owner. Alternatively, a "Merge all tickets" bulk action within the merge tool would allow agents to consolidate all of a customer's channel-specific history with a single click.