Merging Tickets

When one conversation ended up as several tickets, merge them into one, so the whole conversation is in one place.

Merging from a Ticket

Open the ticket you want to keep and select Merge in its header. Helpdesk suggests tickets that look like the same conversation (action helpdesk.merge.suggest): the same requester, the same subject (ignoring Re:, Fwd:, and ticket numbers), or the same company, best matches and newest first, each saying why it matches. Search by number, subject, or requester to find any other ticket. Check the ones to merge, read the confirmation, and select Merge (action helpdesk.merge).

Merging from the Inbox

Check two or more tickets in the Inbox and select Merge in the bar that appears. Choose which ticket to keep (the oldest is chosen for you), then confirm.

What Happens

• Everything moves into the ticket you keep: every message and internal note, shown in time order, their files, upload links, and replies still waiting to go out.
• Later replies find their way: when the client answers an email from any of the merged tickets, the answer joins the ticket you kept. So does an email with a merged ticket's number in it.
• Nothing is deleted: each merged ticket stays, closed and marked Merged into the ticket you kept. It no longer shows in the Inbox or its counts, and opening it shows where it went, with a link. Its automatic follow-ups stop.
• Requesters: the requesters of the merged tickets are listed on the ticket you kept, under Also on this ticket. Replies still go to the ticket's requester.
• A note on each ticket says who merged what, and the Activity Log has it too.

Undoing a Merge

For 30 minutes after merging, the ticket you kept shows Undo Merge for each ticket merged into it (action helpdesk.merge.undo). Undoing moves everything that came from that ticket back, opens it with its earlier status, and notes the undo on both tickets. The person who merged, or an owner or admin, can undo. After 30 minutes, use Move to New Ticket on a message instead (Tickets and Replies).

Suggested Merges

When a new ticket arrives from a requester who already has an open ticket with the same subject, the new ticket shows This looks like the same conversation as that ticket, with a Merge button. Turn the suggestion off or on in Helpdesk Settings with Suggest merging matching tickets. It is on at first.

Who Can Merge

Anyone who can reply on tickets and change all the tickets involved: owners, admins, and members whose role lets them change those tickets. An admin-only ticket can be merged only into another admin-only ticket. AI agents can find, merge, and undo merges as the person who connected them, with the same checks.