# SAC 360ΒΊ - Merging Cases 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 β such as **WhatsApp, Instagram, Facebook Messenger or Live Chat** β 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.
***
### 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 β 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
***
### 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.
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