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Documentation

Guides to every part of nabudesk, written for the people who use it every day.

Set up your workspaceWhat is a ticket?Connect your support email
Browse documentation

  • Get started

    • Welcome to nabudesk
    • Set up your workspace

  • Tickets

    • What is a ticket?
    • Ticket properties
    • Work the ticket inbox
    • Reply, forward, and add notes
    • Assign and route tickets
    • Merge tickets and set reminders

  • Customers and Help Center

    • Contacts and organizations
    • Help Center articles

  • Service levels

    • Service level agreements (SLAs)
    • Business hours and holidays

  • Automation and integrations

    • Automation workflows and round robin
    • API and webhooks
    • AI assistant

  • Email

    • Connect your support email
    • Email notifications and templates

  • Team and access

    • Users, invitations, and groups
    • Roles and permissions

  • Insights and data

    • Dashboard, reports, and the activity log
    • Import and export your data

  • Account and billing

    • Your account and sign-in security
    • Plans, seats, and billing

  • Get started

    • Welcome to nabudesk
    • Set up your workspace

  • Tickets

    • What is a ticket?
    • Ticket properties
    • Work the ticket inbox
    • Reply, forward, and add notes
    • Assign and route tickets
    • Merge tickets and set reminders

  • Customers and Help Center

    • Contacts and organizations
    • Help Center articles

  • Service levels

    • Service level agreements (SLAs)
    • Business hours and holidays

  • Automation and integrations

    • Automation workflows and round robin
    • API and webhooks
    • AI assistant

  • Email

    • Connect your support email
    • Email notifications and templates

  • Team and access

    • Users, invitations, and groups
    • Roles and permissions

  • Insights and data

    • Dashboard, reports, and the activity log
    • Import and export your data

  • Account and billing

    • Your account and sign-in security
    • Plans, seats, and billing
Docs/Tickets

Merge tickets and set reminders

Clean up duplicates and make sure nothing is forgotten.

Merge duplicate tickets

When the same customer sends the same problem twice, merge the tickets so the conversation stays in one place. Open one ticket, choose Merge, and pick the other. nabudesk suggests likely duplicates.

The messages and history move to the ticket you keep. The other ticket is marked Merged and becomes read-only, with a banner pointing to the ticket you kept.

A merge cannot be undone, so check that you are keeping the right ticket.

Set a reminder

A reminder brings you back to a ticket at the right time. From a ticket, choose Reminder, pick a date and time (or a quick option such as Tomorrow 9 AM), and choose who is reminded and how: in chat, by email, or both.

To-do lists

The To-do page is a task list for you and your team (Enterprise). Type what needs doing and press Enter, set a due day, and link a ticket so the task also shows on that ticket.

The views on the left work like the ticket inbox: Inbox is everything still open, Today, Upcoming, and Overdue follow the due day, Mine is assigned to you, and Team is the whole workspace.

PreviousAssign and route ticketsNextContacts and organizations

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On this page

  • Merge duplicate tickets
  • Set a reminder
  • To-do lists

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