SAC 360º - Merging Tickets from Different Channels

Currently, the SprintHub does not have the functionality to merge tickets from different channels into a single ticket.

This means that, even if the contact is the same, each interaction initiated through a different channel — such as WhatsApp, Instagram, Facebook Messenger or Live Chat — will be recorded as a separate ticket in the system.

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How does it work today in SprintHub?

In SprintHub, each channel maintains its own conversation and history. That way:

• A customer who contacts via WhatsApp and later via Instagram generates two distinct tickets

• The history is not unified automatically

• The originating channel of the ticket is always preserved

This structure ensures the integrity of each channel, but requires the team's attention to maintain the correct customer context.

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What can be done as an alternative?

Even without merging tickets, some practices help keep the customer's organization and history:

Use of CRM and Pipeline

• Link all tickets to the same lead in the CRM

• Use the pipeline to track the customer's journey regardless of the channel

Custom Fields

• Standardize fields such as phone, email and CPF

• Make it easier to identify the same contact across different channels

Tags

• Apply tags to indicate that the customer already has a ticket in another channel

• Example: Active customer – WhatsApp, Return via Instagram

Internal Notes

• Record important information in the internal notes of the ticket

• State when the customer came from another channel

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Best practices for multichannel support

• Always confirm if the customer has already contacted via another channel

• Check the CRM before starting a new ticket

• Keep as much information centralized on the lead as possible

• Guide the team on the correct logging flow

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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 ticket via WhatsApp, with its own history from that channel.

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 ticket, now linked to the Instagram channel.

Result in the system:

• Displayed are two separate tickets

• Each ticket maintains its own channel, history and messages

• No automatic or manual merging occurs between them

Recommended best practice:

• Link both tickets to the same lead in the CRM

• Use tags such as Customer already served or Contact on another channel

• Record in the internal notes that the customer has already interacted on another channel

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Final considerations

Although SprintHub does not yet perform automatic or manual merging of tickets between different channels, the correct use of CRM, pipeline, custom fields and tags allows a more organized view of the customer and prevents loss of important information.

These practices ensure more efficient service even in a multichannel scenario.