Merging incidents

Introduced in 2024.2

This page describes the Merge Incidents feature that helps you manage duplicate or related tickets by combining them into one. It’s especially useful for resolving duplicates reported through different channels or when email replies create new tickets instead of updating the original one.

When merging incidents, data from the source incident (the ticket you’re closing) is added to the target incident (the ticket you’re keeping). The source incident is automatically closed after the merge.

To merge incidents:

1. Open the ticket you want to close (source incident).

2. Click the Merge with button at the top of the ticket form to start the merge wizard.

3. Select the target incident from the drop-down list. This is the ticket that will stay open after the merge.

4. Click Next to open the merge options.

5. Decide how the source incident’s data should update the target incident:

   • Only fill blank fields: Updates empty fields in the target incident.

   • Do not update any fields: Keeps the target incident as it is.

   • Update all fields: Replaces all fields in the target incident with data from the source incident.

   • Update only non-blank fields: Changes only fields that already have data in the target incident.

6. Choose what to do with the source incident's description:

   • Keep it in the source incident.

   • Add it to the target incident’s description.

   • Add it to the target incident’s activity log.

7. Click Next to open the merge summary.

8. Review the summary and click Start to complete the merge.