A tidy inbox is one where every ticket is a real request, and every request is one ticket. Three tools keep it that way: merge for duplicates, block for spam, and Trash for everything else you don't need.
Merge duplicate tickets
Customers often chase a request by sending a new email instead of replying, and every new email thread opens a new ticket. Merging puts the conversation back in one place.
- Open the ticket you don't want to keep (usually the newer one).
- Open the ⋯ menu at the top right and choose Merge into…
- The customer's other tickets are listed straight away. Pick the one to keep, or search all tickets by subject.
- Click Merge into HD-…
What happens:
- The messages, tags and followers move to the ticket you keep.
- The merged ticket is closed and locked, with a link to the ticket you kept.
- Later replies to the merged ticket's email thread land on the ticket you kept.
- If the ticket you kept was already closed, it's reopened, so the customer's new request isn't lost.
Merging can't be undone, so check you've picked the right ticket.
Let AI spot them. When AI triage is on for a desk, IntelliDesk flags likely duplicates at the top of a ticket (Possible duplicate of HD-…). Click Review & merge to open the merge window with that ticket already picked.
Block spam
When a ticket is spam, sales pitches or anything else you never want to see again:
- Click the block icon (⊘) next to the ticket's subject.
- Optionally add a reason, such as "spam".
- If the sender writes from lots of different addresses, tick Block the whole domain. This option doesn't appear for addresses like gmail.com, where blocking the domain would block everyone.
- Leave Also move this ticket to Trash ticked to clear the ticket out at the same time.
- Click Block sender.
From then on, email from that address (or domain) to that desk is dropped: it creates no new tickets and adds nothing to existing ones. Blocks apply to one desk at a time.
Managing blocked senders
Each desk's blocked addresses and domains are listed under Settings → Help Desks → (desk) → Blocked senders. There you can:
- Unblock an address you blocked by mistake.
- Block an address or domain before it ever reaches you. Type an address (spam@example.com) or a domain (@example.com).
Delete a ticket (and get it back)
Test emails, auto-replies and other noise can simply be deleted. Click Delete at the top of the ticket and confirm Move to Trash.
Deleted by mistake? There are two ways back:
- Undo straight away, from the message that appears at the bottom of the screen.
- Restore it later from Settings → Deleted Tickets, which lists everything in Trash, who deleted it and when.
Tickets stay in Trash for 30 days, then they're removed for good. Managers can also delete a ticket permanently from that page straight away.
Which one should I use?
| The ticket is… | Do this |
|---|---|
| A second ticket about something already in the inbox | Merge it into the first |
| Spam, or from someone you never want to hear from | Block the sender (and Trash the ticket) |
| A test, an out-of-office or other noise | Delete it |
| A real request that's been dealt with | Close it. Don't delete it: closed tickets keep the customer's history and count in your reports |
Related: Contacts and companies (merging duplicate contacts) · Tags, priorities, and ticket types