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Splitting and Merging Cases

At times, it may be necessary to reorganize activities and cases by splitting activities into separate cases. For example, when a customer contacts their customer support rep via email to resolve a particular issue, an activity and a case are created. In the process of helping the customer, multiple emails have been sent by both the agent and the customer. The correspondence between the agent and customer has resulted in multiple activities being created for the same case. In addition to this, the initial issue the customer had has been resolved, but a new issue has arisen in the process. Thus the case the agent has been handling is now made of up two separate issues. In the interest of maintaining and organizing their cases by issue, it would make sense to split off the case to contain the activities that pertain to the separate issues.

Meanwhile, it may also be necessary to reorganize activities and cases by bringing the activities into the same case. It can be a very common occurrence that a customer may create new activities for the same issue, which in turn creates new cases in the system. A customer may use different contact methods to ask for assistance about the same issue, or a case may be closed by an agent and the customer creates a new case rather than reopening it.

Important things to note about splitting and merging cases:

  • Cases can only be split or merged if they are open. Closed cases cannot be split or merged.

  • Cases that have merged into one case can be split into separate cases once again. Likewise, a case that was split can merge back into one case as well.

  • Cases with only one eligible activity cannot be split.

  • Cases with different customers cannot be merged. Customers must be merged first. For more information, see Merging Customers.

  • When splitting cases:

    • The status of all activities in the cases must be: in queue waiting to be assigned or assigned to a user.

    • New cases are created in the same department as the original case and marked with the "open" status.

    • The owner of the new case is the same as the original case.

    • The customer of the new case is the same as the original case. Even after splitting the case, any changes made to the customer details are carried over to other cases.

Splitting Cases

To split a case:

  1. With an activity selected in the Inbox, go to the Case pane.

  2. In the Case Details tab, click the More button.

  3. Click the Split option.

  4. In the Split Case window, select the activities that are to be placed in the new target case.

  5. Provide any necessary details for the new case in the Case Details section.

  6. If you wish to make the new case related to the original case, click the Relate the two cases checkbox.

  7. Click the Split Case button to split the case.

Merging Cases

To merge a case:

  1. With an activity selected in the Inbox, go to the Customer pane.

  2. In the Customer History tab, click the More button.

  3. Click the Merge Cases option.

  4. From the Select Cases to Merge list, select the cases to merge.

  5. Click the Merge button.

  6. In the Merge Case window, select the Target Case. All listed activities will be moved to the target case.

  7. Click the Merge button to merge the selected cases.

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