Control Ticket Merging per Email Channel
What is this?
ArminCX can merge incoming emails from the same address into one existing ticket instead of opening a new one every time. You control this per email channel: turn merging off completely, or set how recent an open ticket has to be for a new email to still attach to it.
Why it matters
By default, ArminCX groups new emails from a known address into the existing conversation. That's exactly what you want in consumer support, where a customer replies on the same topic and you want the full history in one place.
In B2B it often backfires. The same address sends completely unrelated requests, an invoice, a delivery confirmation, a new enquiry, and they all pile into one thread where they get buried.
Example: a wholesale address sends "Delivery confirmation INV-100234", and an hour later a separate price enquiry from the same address. With merging on, both land in the same ticket. With merging off (or a short merge window), each one opens its own ticket and nothing gets lost.
⚙️ How to set it up
This setting lives on the email channel itself, so it applies to every email coming into that address. You don't have to guess which individual emails should be split out.
Open Channels and select the email channel you want to change (e.g.
[email protected]).Scroll down to Merging Tickets.
Pick the behaviour you want:
Disable merging: every new email opens its own ticket, even from an address you already have an open ticket with.
Keep merging on, but shorten the window: lower "merge not older than X days" (for example from 4 days to 1 day). Same-day follow-ups still attach to the open ticket, but anything older starts a fresh one.
When to use merging (leave it on)
Consumer support, where customers reply on the same topic and you want one continuous thread.
B2B contacts who actually do follow up on the same request within a day or two.
When NOT to use merging (turn it off or shorten the window)
B2B addresses that send unrelated requests from one inbox (invoices, delivery confirmations, new enquiries).
Shared or operational mailboxes where each email is its own task and merging would bury tickets.
Good to know: This is a channel-wide setting. It changes merging behaviour for every address writing into that channel. If you only want to stop merging for one specific sender and keep it on for everyone else, use the Always new ticket rule under Spam & Email rules instead. 👇 https://docs.armin.cx/en/inbox/spam-and-email-rules-in-armincx
You're all set and good to go!