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Merging tickets

Learn how to merge duplicate or related tickets into one

Overview

The same request often comes in more than once. Two users report the same outage, or one user submits a follow-up before the first ticket is resolved. Instead of working two tickets in parallel, you merge them: keep one ticket active, link the others to it and close them.

Merging keeps everything in one place:

  • One ticket to assign, reply on and resolve

  • The closed tickets stay linked, so the full context is always one click away

  • Requesters of the closed tickets can still read the reference and follow along

Merging is done directly from the ticket thread in Slack. Any Agent on the Inbox can do it.

How to merge tickets

In this example, Ticket A is the ticket you keep working on, and Ticket B is the duplicate you want to merge into it.

  1. Open Ticket B in Slack.

  2. Copy the link to the ticket.

    • Hover over the ticket message, press More actions (three dots) and select Copy link.

  3. Open Ticket A and paste the link as a reply in the ticket message thread.

    • Add a short note, for example "Merged with the ticket below, continuing here."

  4. Go back to Ticket B and set the status to Closed.

  5. Done!

The link in Ticket A now works as a reference. Anyone working on Ticket A can jump into Ticket B to read the original request, replies and attachments, and then return to Ticket A to continue.

Post the reference as a Public reply if the Requester of Ticket A should see it, or as an Internal comment if it is only meant for your team of Agents. Learn more about reply visibility.

Merge multiple tickets

The same steps apply when more than two tickets cover the same request. Pick the ticket you want to keep, paste the links to all other tickets into its thread, and close each of the other tickets.

For a larger set of duplicates, one message with all links is easier to scan than several separate replies:

Keep the Requesters informed

Users who submitted the closed tickets will not automatically see replies on the ticket you keep. Before closing a duplicate, let the Requester know where the request is now being handled:

  • Paste the link to Ticket A as a Public reply in the ticket you are about to close, so the Requester can follow along.

  • If the Requester should be able to reply on Ticket A, add them as a Follower.

Followers

Choosing which ticket to keep

When tickets are similar, keep the one that:

  • Was submitted first, so time-based metrics reflect when the request actually came in

  • Has the most complete information in its Form fields

  • Already has replies or an assigned Agent

The others become references and are closed.

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