Merging tickets

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.

Note: If you are on the Enterprise plan, ticket merging is not automatically enabled for agents. You must check the Can merge tickets box for your agent roles. See Creating custom agent roles.

It's also possible to merge a group of tickets into a single ticket. See Bulk merging tickets.

Ticket merging rules:

• The tickets must be less than Solved. You can however merge an unsolved ticket into a Solved ticket. Doing this will not reopen the Solved ticket.
• The tickets can't be shared with another Zendesk Support instance via Ticket sharing. If you unshare a ticket, it can be merged.
• If you have ticket CCs enabled:
  • You can merge two tickets with different requesters. The requester of the ticket you close with the merge is added as a CC to the new ticket.
  • If anyone was CC'd on an original ticket, they are also added as a CC on the merged ticket.
• If you don't have ticket CCs enabled, you can only merge two tickets if they are from the same requester.
• The most recent public comment from the ticket being closed with the merge appears in the new ticket's comment thread with a link to the closed ticket, where you can review previous comments. No other comments appear directly in the new ticket.
• Ticket fields, including Tags, Type, Priority, and Status, aren't carried over from the ticket being closed with the merge. Only fields that are filled out in the new ticket are saved.
• Merges are permanent and can't be undone.

To merge one ticket into another ticket

1. Open the ticket that you want to merge into another ticket.
2. Click the Ticket options menu in the upper right, then select Merge into another ticket.

   

3. You can enter a ticket number, select one of the ticket requester's open tickets, or select one of your recently viewed tickets.

   

4. 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.

   

   Note: There is a known issue where Markdown might inappropriately render in merged ticket comments, even if Markdown is not enabled.
5. 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.