Ticket Merging

Combine duplicate tickets into one primary ticket. The conversation moves over, nothing gets lost.

When to merge

Merge when the same person reported the same issue more than once, for example by email and again through the portal. Instead of managing parallel conversations, consolidate into one. Read the comments on both tickets before you confirm: what looks like a duplicate is sometimes a related but distinct issue, and a merge can't be undone.

Tickets from different requesters can't be merged. A merge moves the duplicate's replies into the primary ticket, where the primary's requester can read them, and the duplicate's requester would stop getting updates. When several customers hit the same bug, link the tickets with the "Duplicates" relationship instead. Tickets your team opened for itself can be merged with each other.

How to merge

1. Open the ticket you want to keep as the primary.
2. Click Merge at the bottom of the ticket.
3. Search for the duplicate tickets by number or title and select them. You can merge up to 10 tickets at once, all from the same workspace.
4. Confirm the merge.

What moves to the primary

• All comments and replies
• Attachments
• Time entries

The merged ticket is closed as a duplicate and no longer appears on the board. Its SLA timers stop. When you open it, a banner links to the primary ticket. The primary keeps its own priority, tags, and assignee.

Activity timeline

The primary ticket's activity shows which tickets were merged into it, and an internal note records how many comments, attachments, and time entries were moved.

Undoing a merge

Merges are permanent. If you're unsure whether tickets are truly duplicates, use ticket linking with the "Duplicates" relationship instead, it keeps both tickets active while noting the connection.