Can I merge multiple tickets into one?

Yes, you can merge duplicate or related tickets into a single ticket:

1. Open the primary ticket (the one you want to keep)
2. Click More menu > Merge
3. Search for and select the tickets to merge into this one
4. Confirm the merge

• All replies and notes from merged tickets are combined into the primary ticket
• The merged (secondary) tickets are closed and marked as merged
• Attachments from all tickets are preserved
• The primary ticket keeps its assignee, status, and SLA

Can I un-merge? Yes, an admin can un-merge tickets if needed. The previously merged tickets will be restored as separate tickets.

Note: Merge is available to Agents and Admins only.