Merging tickets means combining two or more tickets into one. This is commonly done when multiple helpdesk requests are received from the same end user concerning the same issue. The primary purpose of merging tickets is to prevent confusion and enhance the efficiency of support agents. If your clients have submitted duplicate tickets or if tickets have been raised for the same issue by different clients, you can utilize the ticket merging feature available in the ticket inbox. Whenever an agent replies to a merged ticket, the message goes to the parent requester.
There are two methods to merge tickets. Firstly, you can select the tickets you wish to merge by clicking the “Merge” option located at the top of the ticket inbox. Alternatively, if you want to merge a specific ticket after opening it, you can do so through the “More Actions” option found in the upper right corner of the ticket. To merge tickets, you must designate the parent ticket and, if necessary, modify its title. During the merging process, specify the reason for merging, such as if the same tickets were raised for installation requests from a single organization. Once tickets have been merged, they are listed in the ticket activity log as a combined ticket, along with its Ticket ID. It’s crucial to note that once tickets are merged, they cannot be unmerged.
