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. To merge a group of tickets into a single ticket, see Bulk merging tickets.
Agents can merge tickets by default. However, on Enterprise plans, agents in custom roles must be granted permission to merge tickets in their custom role.
Ticket merging rules
When you merge tickets, the following rules apply:
- The tickets must be less than Solved. You can merge an unsolved ticket into a Solved ticket. Doing this will not reopen the Solved ticket. In the case of custom ticket statuses, the tickets must have a status that belongs to a status category that is less than Solved.
- 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 merge window. You can choose to remove or edit the comment. Otherwise, the most recent public comment is included in the new ticket's comment with a link to the closed ticket. You can review previous comments in the closed ticket. 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.
- The ticket that's closed with the merge has the tag closed_by_merge added.
- You can report on all tickets excluding tickets closed by merge based on the closed_by_merge tag (see Excluding tickets closed by merge). However, you can't produce reports based on the fields of the ticket that was closed by the merge.
- Merged tickets lose any HTML formatting.
- AI agent tickets can’t be merged.
Merging one ticket into another
You can merge one or more tickets into another ticket. To merge a group of tickets into a single ticket, see Bulk merging tickets.
To merge one ticket into another ticket
- Open the ticket that you want to merge into another ticket.
- Click the Ticket options menu (
) in the upper right, then
select Merge into another ticket.
- Do one of the following:
- Enter a ticket number, then click Merge.
- Select one of the ticket requester's open tickets.
- Select one of your recently viewed tickets.
If you’re attempting to merge a ticket into a ticket with a different organization, brand, or requester, a message appears.
- If you are merging tickets from two different requesters, ensure
that you aren’t unintentionally sharing sensitive
information by merging the tickets, then click Continue
Merge.
- Click Confirm and merge.
Note: There is a known issue where Markdown text might inappropriately render in merged ticket comments. - Optionally, edit the merge comments that are added to each
ticket, and deselect Requester can see this comment
under each comment if you don't want the requesters to see
the merge comment.
If you remove all text from the comment box, the most recent comment from the merged ticket appears as the updated ticket comment. If you want merge comments to always be deselected for requesters, admins can set the default privacy for all ticket comments.
- Select Confirm and Merge.
Be sure that you merge the correct tickets. Ticket merges are final and cannot be undone or reverted.
The ticket that was merged into another ticket is closed.