Ticket Tracker
Merge duplicate tickets
Lite and Premium
What you'll do
Turn two tickets about the same request into one conversation, without deleting anything.
Steps
- Open the duplicate, the ticket you no longer want to work on.
- At the bottom of the ticket, select Merge into another ticket….
- In Ticket to keep, choose the ticket to keep. Tickets from the same requester are listed first.
- Select Merge.
- The ticket you kept opens. Its conversation now shows the duplicate's email, messages and attachments, each marked From and the duplicate's number.
Tips
- Nothing is deleted. The duplicate is set to Resolved and says Merged into with a link to the ticket you kept.
- If the requester replies to the old ticket number later, the reply shows on the ticket you kept.
- If the two tickets have different requesters, the window says so. Replies from the ticket you kept go only to its own requester.
- You can't merge into a resolved ticket. Reopen it first, or merge the other way.