Merging tickets

Introduced in 2024.2

This page describes the Merge Tickets 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 tickets, data from the source ticket (the ticket you’re closing) is added to the target ticket (the ticket you’re keeping). The source ticket is automatically closed after the merge.

To merge tickets:

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

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

3. Select the target ticket 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 ticket’s data should update the target ticket:

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

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

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

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

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

   • Keep it in the source ticket.

   • Add it to the target ticket’s description.

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

7. Click Next to open the merge summary.

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