Question
What's the difference between ticket merging and ticket threading?
Answer
Ticket merging is when separate existing tickets are manually combined. A ticket merge is common when two tickets with the same issue are created. Merging tickets will create a comment in both tickets indicating the merge event and result in a closed status of the merged ticket. For more details on merging tickets, see the article: Merging tickets.
Ticket threading is when an inbound email update is automatically applied to a specific ticket record as part of an ongoing conversation. If a ticket update seems out of place for the conversation on your ticket, see the article: Why do emails thread to the wrong ticket?