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Merging Tickets



Posted Jun 25, 2024

This is what I know - 

 

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.
    Note: A message appears when you merge tickets with different requesters. Make sure that you're not unintentionally sharing sensitive information when merging tickets across requesters before you continue.
  • If anyone was CC'd on an original ticket, they are also added as a CC on the merged ticket

Here's what I'd like the community to confirm:

 

Ticket A = history of an internal exchange between colleagues (we don't want this to be visible to the requester on ticket B

Ticket B = external requester

 

If we merge ticket A into ticket B will requester B see the contacts of ticket A?

 

Thanks for your help :)


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