In this article, we explain how to merge and unmerge tickets to optimize organization and customer support.

Why Merge Tickets?

In some situations, a customer may open multiple tickets for the same issue. To simplify management, it is possible to merge duplicate tickets, consolidating the information into a single record.

⚠️Warning: When unmerging tickets, the history of the previously merged ticket may display the message "was deleted". However, the ticket was not actually deleted – it was only separated from the destination ticket.

Required Permissions

To merge tickets, you need to have permission in the access profile. To configure it:

1. Go to Settings > People > Access Profiles.

2. Choose the desired profile and go to the Tickets tab.

3. Enable or disable the permissions as needed.

4. Click Save to apply the settings.

These settings determine how agents interact with tickets, from creation to resolution.

Requirements for Merging Tickets

• The source and destination tickets must have the status New, In Progress or Pending.

• The total number of actions in the merged tickets cannot exceed 200.

How to Merge Tickets

Merging tickets allows combining two or more tickets into a single record, making it easier to manage duplicate issues.

Merge Two Tickets

1. Go to Settings > People > Access Profiles.

2. Click on the Tickets icon in the side navigation menu.

3. In the ticket list, select the two you want to merge.

4. Click on Options and select Merge Selected.

5. Select the desired options:

   • Keep all ticket customers

   • Keep all people in copy

   • Keep all tags

6. Click on Merge Selected Tickets to complete.

Merge Multiple Tickets

When there are more than two related tickets, it is possible to combine them into a single destination ticket:

1. Click on the Tickets icon in the side navigation menu.

2. In the list, manually select the desired tickets or click on Select/Deselect All.

3. Click on Options and select Merge Selected.

4. Select the desired options:

   • Keep all customers of the tickets

   • Keep all people in CC

   • Keep all tags

5. Click on Merge Selected Tickets.

💡Tip: After the merge, the target ticket's history will show the operation. To view it, go to the ticket and click on Change History.

How to undo ticket merging

Undoing the merge is useful when tickets were merged by mistake or when it's necessary to separate the information.

Undo the merge

1. Access the ticket you want to unmerge.

2. Click on Options > Ticket Details.

3. Go to the Merged Tickets tab.

4. Select the tickets to unmerge and click on Undo Merge.

5. Choose the desired options for the original ticket and confirm the operation.

⚠️Attention:

• Actions performed on the merged ticket will be returned to the original ticket.

• Actions added after the merge will be kept in the original ticket.

By following these instructions, you will optimize the organization and management of requests in the ticketing system.