Collaboration
Merging duplicate tickets
Joining two tickets about the same thing, what moves, and when not to merge.
Last updated September 2, 2026
Customers raise the same problem twice — once by email, once through the form, or once a week for a month. Merging joins them so the conversation is in one place and two people are not answering half each.
Merging
Open the ticket you want to fold away and merge it into the target, giving the target ticket's ID. All the messages move into the target, which records that it received a merge.
Merge into the ticket with the most history, the right assignee, or the earliest date — whichever you would rather keep working. That decision is easier to make before the merge than to unpick afterwards.
When not to merge
- Different problems from the same customer. One ticket, two threads, and one of them will be forgotten.
- The same symptom at different tribes. Each needs its own resolution; tag them instead so they can be pulled up together.
- A new problem on an old ticket. Raise a fresh one rather than reopening something unrelated.
CHECK THE TARGET ID
Merging is not something to undo casually — the messages have moved. If the ID is wrong the merge is refused, but a valid ID for the wrong ticket is accepted happily. Read it twice.