Home → Users Manual → Appendix: Feature In-Depths → Merging Requests

2. Merging Requests

The request merging feature forces the request history of one request into another. This is often used when multiple requests are created for the same Customer regarding the same inquiry.

Merging can be done from the:

• request grid view, via the quick action buttons, or
• within the request page, from the Merge link within the options menu.

Before you merge: a merge cannot be undone. See "If you merged requests by mistake" below if you need to recover.

Once the merge is complete, the User will be brought to the request page for the receiving request. The individual request histories of the merged request are inserted in chronological order within the receiving request. All merged histories are clearly identified, allowing you to retain an accurate account of all interactions.

Any replies to the original request are automatically routed to the receiving request.

If you merged requests by mistake

A merge cannot be undone: the history moves into the receiving request and the original request is deleted, so neither staff nor administrators can reverse it. You can rebuild the other request from its notes and hide the stray notes. Any staff member who can open the request can do this.

1. Open the receiving request and find the note that belonged to the other request. Merged notes carry a Merged flag with the original request ID.
2. Open that note's three-dot menu and select Convert to Request, then confirm. HelpSpot creates a new request from that note and its attachments. If the note arrived by email, the new request uses the email's sender as the customer; otherwise it keeps the receiving request's customer, category and assignee.
3. If other merged notes belong with it, copy each one into the new request as a private note. Private notes do not email the customer.
4. Back in the receiving request, open the three-dot menu on each note that was merged in by mistake and select Make Note Private, then confirm.

The new request appears in your workspace with a note linking back to the request it was converted from, and the receiving request shows Request history item removed from public view after each note you hide. Hidden notes stay in the staff history but no longer show to the customer or in the portal. Custom fields, status and tags from the original request are not recovered; set them on the new request by hand.

See Converting A History Item To A Request.