Release Date: available on the new Cases screen that are being rolled out selectively
In our latest release, we added the ability for agents to merge Cases from the Case List view.
This feature will allow agents to consolidate duplicates, declutter their queues and better manage their Cases.
When Cases are merged together, all the data from the primary Case is retained. This action also migrates all open communication channels to the primary Case as new threads so conversations can be continued from each Case in one central place.
Merge Case paves the way for the next set of Bulk Actions that will roll out throughout the course of this year.