In some cases, multiple tickets may be created for the same customer regarding a single support issue. To keep communication organized and avoid duplicate work, these tickets can be merged into one consolidated ticket.

When should tickets be merged?

• A customer submits the same issue multiple times
• Duplicate tickets are created through multiple channels (email, web, SMS)
• A follow up ticket is created before the original issue was resolved
• Two advisors begin working separately on the same issue for the same customer
• A customer includes additional details or attachments in a new ticket that are relevant to an existing open ticket

When should tickets not be merged?

• Tickets involve different issues
• One ticket relates to a new request, while the other references a previous issue
• The ticket requires involvement from different teams within the company
• The ticket belongs to different customers sharing a generic or group name

How to merge tickets

1. In the Ticket Dashboard, select one of the tickets to be merged. Click Merge from the ticket actions on the top right. 

 2. Select which ticket you want to be the source ticket. This field will auto-populate with the ticket you are currently viewing as the source ticket. This can be changed if desired. The information within the source ticket will be merged into the destination ticket. After merging, the source ticket will no longer exist.

3.Select the destination ticket. This ticket will contain the information of both tickets after merging.