Merge tickets

When a customer writes twice about the same thing, merge the tickets.

Merge one ticket

1. Open the ticket you want to close.
2. Open Ticket options (the menu at the top of the ticket) and choose Merge into another ticket.
3. Pick the ticket to keep. ChaosDesk suggests the requester's other open tickets, or you can search by number or subject.
4. Review the two comments: one is added to the ticket that closes, one to the ticket that stays open. Untick Requester can see this comment to make a comment internal.
5. Choose Confirm and merge.

The merged ticket is closed, with a comment pointing to the other ticket. Merging cannot be undone.

Merge several tickets

1. In a view, select the tickets.
2. Choose Merge in the bulk actions.
3. Pick the ticket to keep from Selected tickets, or search for another one.
4. Edit the comments and confirm.

Merge automatically

Admins can set up auto-merge rules for common duplicates. See Merge duplicate tickets automatically.

Related

• Create a follow-up for a closed ticket
• Update many tickets at once