> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/general/sac-360/sac-360-common-questions/sac-360o-merging-support-cases-from-different-channels.md). # SAC 360ΒΊ - Merging Support Cases from Different Channels Currently, **SprintHub does not have the functionality to merge support tickets from different channels** into a single support ticket. This means that, even if the contact is the same, each interaction initiated by a different channel β€” such as **WhatsApp, Instagram, Facebook Messenger, or Live Chat** β€” will be recorded as **a separate support ticket** in the system. *** ### How does it work today in SprintHub? In SprintHub, each channel keeps its own conversation and history. In this way: * A customer who reaches out via WhatsApp and then via Instagram generates **two separate support tickets** * The history is not automatically unified * The support ticket's source channel is always preserved This structure ensures the integrity of each channel, but requires the team to pay attention in order to keep the customer's context correct. *** ### What can be done as an alternative? Even without merging support tickets, some practices help keep the customer's organization and history: #### Use of CRM and Funnel * Link all support tickets to the **same lead in the CRM** * Use the funnel to track the customer's journey, regardless of the channel #### Custom Fields * Standardize fields such as **phone number, email, and tax ID** * Make it easier to identify the same contact across different channels #### Tags * Apply tags to indicate that the customer already has a support ticket in another channel * Example: `Active customer – WhatsApp`, `Return via Instagram` #### Internal Notes * Record important information in the **internal notes** of the support ticket * Indicate when the customer came from another channel *** ### Best practices for multichannel support * Always confirm whether the customer has already contacted you through another channel * Check the CRM before starting a new support ticket * Keep as much information as possible centralized in the lead * Guide the team on the correct registration flow *** ### Practical example of support across different channels **Scenario:** The same customer contacts the company through different channels on different days. 1. **WhatsApp** * The customer sends a message requesting information about a product. * SprintHub creates a **WhatsApp support ticket**, with that channel's own history. 2. **Instagram Direct (at another time)** * The same customer sends a new message via Instagram asking about delivery time or prices. * SprintHub creates **a new support ticket**, now linked to the Instagram channel. **Result in the system:** * Two **separate support tickets** * are displayed **Each support ticket keeps its own** * channel, history, and messages **Recommended best practice:** * Link both support tickets to the **same lead in the CRM** * Use **tags** how `Customer already served` or `Contact in another channel` * Record in the **internal notes** that the customer has already interacted in another channel
*** ### Final considerations Although SprintHub still does not perform automatic or manual merging of support tickets between different channels, the proper use of **CRM, funnel, custom fields, and tags** allows for a more organized view of the customer and avoids the loss of important information. These practices ensure more efficient support even in a multichannel scenario.