Ticket management
Merging duplicate tickets
A customer writes twice because they are anxious. Merging keeps the history in one place.
When to merge
Two tickets describe the same issue from the same customer. Merge them. Two tickets describe different issues, even from the same email thread — split instead, and link them as related.
What happens
All messages, attachments and notes move into the surviving ticket in chronological order. The merged ticket closes with a pointer to the survivor, so anyone following the old number still lands in the right place.
Before you merge
Check the assignees. If two agents are each replying, one of them is about to be surprised — tell them before the tickets combine.
WAS THIS HELPFUL?
If this did not answer your question, open a ticket and a person will reply. In your own installation, an unhelpful vote can open a ticket automatically.