Merging related tickets based on suggestions

You must have the Advanced AI add-on to use this feature.

The merging suggestions feature identifies tickets that might be potentially merged with the ticket you're currently working on. These suggestions appear in the context panel within a ticket.

Merging tickets can increase your efficiency by not having to resolve the same issue multiple times.

This article contains the following topics:

• Merging tickets from Merge suggestions in the context panel
• Merging tickets from Intelligence in the context panel

Related articles:

• Turning on merging suggestions
• Merging tickets
• Bulk merging tickets

Merging tickets from Merge suggestions in the context panel

Note: This section applies only if you purchased the Advanced AI add-on on or after October 9, 2024. If you purchased it before that date, see Merging tickets from Intelligence in the context panel instead.

Important: Ticket merges cannot be reversed. Use caution when merging tickets together.

When a new merging suggestion is available, you’ll see a red badge over the Merge suggestions icon in the context panel.

You can click the icon to review the suggestion and merge the tickets. After you view the suggestion, the red badge over the icon disappears, but you’ll continue to see the suggestions until you merge them.

To merge tickets from Merge suggestions in the context panel

1. Within a ticket, open the context panel.
2. Click the Merge suggestions icon.

   

3. (Optional) Preview a ticket by hovering over it in the list of suggestions.
4. Select the check box for the ticket or tickets you want to merge into the current ticket.
5. Click Merge.

   

6. If you’re attempting to merge a ticket into another ticket with a different organization, brand, or requester, review the message in the Merging across accounts window. Click Continue Merge if you want to continue, or Go Back if you want to cancel the merge.

   

7. In the Ticket merge window, review the information about the tickets you’re merging:
   1. If necessary, edit the merge comments that are added to each ticket. If you remove all text from the comment box, the most recent comment from the merged ticket will appear as the updated ticket comment.
   2. If you don’t want the requester or any CCs to see the merge comment, deselect Requester and CCs can see this comment.
      Tip: Admins can also set the default privacy for all ticket comments to make merge comments deselected by default.
8. Click Confirm and Merge.

   

   The tickets are updated with the merge comments. The ticket that was merged into the current ticket is closed.

Merging tickets from Intelligence in the context panel

Note: This section applies only if you purchased the Advanced AI add-on before October 9, 2024 and haven’t migrated to agent copilot. If you purchased it after that date, see Merging tickets from Merge suggestions in the context panel instead.

Important: Ticket merges cannot be reversed. Use caution when merging tickets together.

In Intelligence, agents can merge tickets based on the suggestions that appear under the Merging suggestions heading.

To merge tickets from Intelligence in the context panel

1. Within a ticket, open Intelligence () in the context panel.
2. Expand the Merging suggestions heading.
3. Select the ticket you want to merge into the current ticket. You can select more than one ticket to merge.

   

4. Click the merge icon ().
5. If you’re attempting to merge a ticket into another ticket with a different organization, brand, or requester, review the message in the Merging across accounts window. Click Continue Merge if you want to continue, or Go Back if you want to cancel the merge.

   

6. In the Ticket merge window, review the information about the tickets you’re merging:
   1. If necessary, edit the merge comments that are added to each ticket. If you remove all text from the comment box, the most recent comment from the merged ticket will appear as the updated ticket comment.
   2. If you don’t want the requester or any CCs to see the merge comment, deselect Requester and CCs can see this comment.
      Tip: Admins can also set the default privacy for all ticket comments to make merge comments deselected by default.
7. Click Confirm and Merge.

   

   The tickets are updated with the merge comments. The ticket that was merged into the current ticket is closed.