ElevenAgents: Merge and search triage tickets: Merge tickets folds up to 50 open tickets from the same…
By Steven Van ·
Merging moves conversations onto the target ticket and raises its priority to the highest among the merged tickets.
Up to 50 open triage tickets from the same agent can now be consolidated into one target ticket in ElevenLabs, with their conversations moved onto that ticket.
Merging tickets
The Merge tickets endpoint accepts a target ticket ID and a list of source ticket IDs. The target can be pending, in progress or resolved. Its priority rises to the highest priority among the merged tickets.
Source tickets are retained with the status merged, and their merged_into_ticket_id field points to the target. The operation requires viewer access to the ticket’s agent.
Searching tickets
List tickets and List workspace tickets now accept a case-insensitive search parameter. It matches titles, descriptions, comments and turn comments. Each result includes a search_match excerpt showing where the query matched.
