Ticket merge allows ticket handlers/admins to group tickets together in order to avoid ticket duplication. Sometimes, a customer might contact you several times about a particular issue by creating new tickets instead of following up on an existing one. Alternatively, someone may accidentally open a new ticket that has already been created by someone else.
To avoid such conflicts, the merge concept can be used to combine all related tickets together and keep the communication streamlined.
Ticket handler/admin, who has the access to merge the tickets can do this process. To give the ticket merging access,
Go to the ticket configuration > Scroll down to the ticket handler limits section > Give the access to the particular person by enabling the checkbox of the ticket merge > Click on save changes to proceed.
Move the cursor to the ticket which you want to merge > Click on add to merge for up to 10 tickets > Once done, click on merge at the top of the page > Make any one ticket as primary, by clicking the make primary > If you want to remove any ticket before merging, click on remove > Enter the comment > Click on start merge > Primary tickets will be highlighted as primary and the secondary tickets will be highlighted as merged with the primary ticket link > Continue managing primary ticket as a normal ticket.