All Ideas

Idea Details

Post an Idea
26,080  Points
In Pilot/Beta
Idea is being tested as a pilot or beta feature.

Case Merge Button

Case Management


I need the ability to merge two cases with all their associated emails, History, comments, etc

Select 2 or more cases, and merge them under one the cases ... selectable


Merge Idea · Flag

Latest Comment from Salesforce

  • Noopur Bakshi - 2 months ago

    Hello everyone. We greatly appreciate all the feedback you have provided thus far. We continue to work to improve the feature. I wanted to summarize key asks that are trending on this thread. We are looking at all these asks to evaluate how we can make this a better experience:
    1.a) Remove the need for delete permissions for merge. If this continues to be a need, remove access to users who do not have permission instead of allowing them to go through the wizard before blocking merge.
    1.b) Do not delete merge cases. Create a great user experience for this workflow so it is evident which cases are master merged records and which were the subordinates
    2) Response to an email to a case that was merged with a master should not create a new case ( Coming in Winter '20)
    3) Support merging cases in Omni queue or assigned via Omni queue
    4) Ability to clearly report on merged cases
    5) Support account validation so an agent cannot merge cases from different accounts

    Thank you. 
  • Upvotes
  • Downvotes



from AppExchange


Help us to keep IdeaExchange clean by pointing out overlapping ideas. We'll investigate your suggestion and merge the ideas if it makes sense.



Thanks for your merge suggestion. We will review it shortly and merge the ideas if applicable.

Salesforce takes abuse situations very seriously. Examples of abuse include but are not limited to posting of offensive language or fraudulent statements. To help us process your request as quickly as possible, please fill out the form below describing the situation. For privacy and security reasons, the final outcome of an abuse case may not be revealed to the person who reported it.


Thank you for your feedback. We take abuse seriously and will investigate this issue and take appropriate action.