Sometimes, you might notice that there are two or more forum topics that essentially talk about the same thing. In such cases, these topics can all be merged under one single topic provided they all have the same forum visibility i.e. All, Logged in Users or Agents. 

Once two or more topics are merged, the child topics (excluding their comments) will be merged into their parent topic along with their topic's followers and votes. The followers of the child topic will be notified via email of the merge activity. 

Quick Guide to Merging Forum Topics:

  • Login to your support portal. 
  • From your Dashboard, click on Forums. 
  • From the list of available forums, click on any forum and select the topic you want to merge. 
  • Click on Merge Topic on the top right. 

  • In the Merge Topics pop-up, you can search for the topic you would like to merge. When you find the topic, select it for merging, by clicking on the + sign next to it. Note that when you search, you will only be shown matching results which have the same visibility as the parent topic. 
  • By default, the oldest topic is made the parent topic while all others will be added as child topics under the parent topic. But you can choose as to which topic you want to make your primary (Parent) by clicking on the check mark next to it. 
  • Once you are done, click on Continue.

  • In the following screen, you can review your merge, to see if everything is in order. You can click on Back to go back to the previous step or Cancel to cancel the merge operation. You can also add a comment as to why the topics are being merged by clicking on Add Reason for Merge
  • Click on Confirm and Merge when you are done. 

Your topics will now be merged into one topic and all the corresponding followers and votes from the child topics will be appended to the parent topic, except for the comments. The child topics will now be locked to everybody except for your agents who can still go on to reply on that topic. When you open the child topic, you can see a message that says to which parent topic it has been merged with. 

  • The merge action is irreversible, meaning topics once merged cannot be un-merged. 
  • Only topics that have the same Forum Visibility can be merged into one another. 
  • Topics with the Forum Visibility set to Selected Companies cannot be merged using this procedure.