When a customer contacts you multiple times about the same issue — especially through separate messages or threads — you can merge those tickets into one to maintain a clear overview and avoid duplicated work.
This often happens when a customer sends a new email instead of replying to the existing ticket. Without the reference, the system creates a separate ticket.
What Happens During a Merge? #
When you merge two tickets:
- All messages and notes from the duplicate ticket are moved into the original ticket
- The duplicate ticket is marked as Merged
- A reference to the original (parent) ticket is stored
- The original ticket now includes the full conversation history
🔄 Always merge into the ticket that should continue as the main thread.
How to Merge Tickets #
- Open the duplicate ticket (the one you want to merge away)
- Click Ticket ▾ in the ticket pane
- Select Merge
- Enter the ticket number or choose one from the suggested list:
- Recent customer tickets
- Recently viewed tickets
- Click Submit
After merging, the duplicate ticket:
- Will show a “Merged” label in place of articles
- Changes state to Merged
- Will be linked to the original ticket for reference