How to merge tickets

Weronika Masternak
3 min read
updated: Aug 26, 2022

The ticket merging feature allows you to merge sub tickets with the main ticket to keep your dashboard organized and neat. So, if you see tickets with similar content or about the same requester’s issue, you can use the ticket merging feature to bring them all together.

An important rule for ticket mergingLink icon

Merging tickets is an irreversible process. Consequently, you need to be sure that you want to proceed and merge the selected tickets.

Process of ticket mergingLink icon

Now, let’s dive deeper into the basics of the ticket merging process. Select a ticket from the list and enter it to start merging tickets. The selected ticket will be treated as the main ticket in the merging process.

In the “Requester’s tickets” section, you can see all related tickets that may be subject to merging.

You can only merge tickets that have the same requester. So, if you want to merge tickets from different requesters, edit the requester in one of the tickets, enter the proper requester’s email and then try to merge them again.
You can only merge tickets that have the same requester. So, if you want to merge tickets from different requesters, edit the requester in one of the tickets, enter the proper requester’s email and then try to merge them again.

List of sub tickets that can be merged with the main ticket.

Click on the “Merge” button to see the details.

The “Merge” button in HelpDesk.

In this view, you can see two parts: the main ticket and sub tickets.

The main ticket contains the most important information and customer details that will allow you to move on. Addressing such a ticket will bring you closer to a successful resolution of the customer case.

The sub ticket contains subtopics or incomplete information, or is a duplicate of an already sent message. Addressing such a ticket won’t bring the desired positive effect of resolving the customer case.

If you merge selected sub tickets with the main ticket, all tags, followers, and people in the loop from the sub tickets will be added to the main ticket details.

Now, carefully select from the list of available sub tickets the one you want to link to the main ticket.

A view with details on how to merge tickets.

When you’ve finished selecting, click on the “Continue” button to go to the summary view.

A summary view with details of the main ticket.

The summary is helpful to ensure that you have selected the correct tickets to merge.

Here you can see the details of the main tickets that will remain valid after the ticket merging process:

  • Status 
  • Priority
  • Team
  • Agents
  • Followers
  • People in the loop

You can also see the sub tickets selected in the previous step, which will be merged with the main ticket.

A summary view with details of the sub tickets.

Take time to review the summary before finalizing the ticket merging process. 

Click on the “Merge tickets” button to continue when you’re ready.

A summary view to finalize the ticket merging process.

Now you can see all sub tickets you’ve already merged listed in the main ticket.

All sub tickets listed in the main ticket after merging.

Note that after ticket merging, all sub tickets will get a “Closed” status.

Sub tickets get a status of “Closed” when the tickets are merged.

If you choose to click on one of the sub tickets, you can still view its contents, but without the ability to modify it. With this browse-only option for sub tickets, you can avoid unintentional mistakes and focus on the main ticket that may need your attention.

Browse-only option of the sub ticket after merging.

On the main dashboard, you can easily see tickets that have gone through the merging process, and from now on, are main tickets containing sub tickets.

View of the main ticket with merged sub tickets on the main dashboard in HelpDesk.

The merging tickets feature is available on the Team plan or higher.
The merging tickets feature is available on the Team plan or higher.

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