If needed, you can merge one or more tickets into another ticket. You might do this if you receive two support requests about the same issue from the same end-user, for example.
Be sure that you merge the correct tickets. Ticket merges are final; you cannot undo or revert a ticket merge.
You cannot merge a ticket with a ticket that's shared, or with one that's already closed.
To merge one ticket into another ticket
Open the ticket that you want to merge into another ticket.
Click Ticket options in the bottom toolbar, then select Merge into another ticket.
Zendesk Classic: Select the ticket update option Merge into another ticket and then click Submit.
You can enter a ticket number, select one of the ticket requester's open tickets, or select one of your recently viewed tickets.
When you select a ticket to merge into, you'll be prompted to confirm the merge. You can also edit the merge comments that are added to each ticket and also set whether or not the comments will be public or private using the Requester can see this comment option.
Select Confirm and Merge. Be sure that you merge the correct tickets. Ticket merges are final; you cannot undo or revert a ticket merge.
The ticket that was merged into another ticket is closed.