Merge Cases
When a customer is associated with more than one case, some or all of the cases, and their interactions and notes, can be merged into a single case to consolidate information.
To merge cases (and their associated interactions and notes)
into a single target case
- Click Cases.
- From the list of cases, click the case you want to merge into the target case.
- In the Other Cases for this customer tab, click Merge.
- In the Confirm the merge of case dialog box, click OK.
Note:
When merged, all notes and interactions from the original case are moved to the target case and the original case is deleted. If the target case was closed before the merge, it is reopened only after the merge if the original case was neither closed nor reopened, and its new state will match the state of the original case.
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