Ticket Merging

Combine duplicate tickets into one primary ticket. All history moves over, nothing gets lost.

When to merge

Merge when the same issue has been reported multiple times (by the same customer through different channels, or by multiple customers hitting the same bug. Instead of managing parallel conversations, consolidate into one. Read the comments on both tickets before you confirm, though) what looks like a duplicate is sometimes a related but distinct issue, and a merge can't be undone.

How to merge

1. Open the ticket you want to keep as the primary.
2. Click Merge in the ticket actions menu.
3. Search for the duplicate ticket(s) by number or title.
4. Confirm the merge.

What moves to the primary

• All comments and replies
• Attachments
• Time entries
• Labels

The merged (secondary) ticket is marked as merged and displays a reference to the primary ticket. It no longer appears on the board. The primary also inherits the highest priority among the merged tickets, and any customer who submitted a secondary ticket is notified that their issue is now tracked under the primary.

Activity timeline

The primary ticket's activity feed shows a "Tickets merged" event with links to the original secondary tickets. This preserves full audit trail.

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.