Merging Duplicate Tickets #
If two tickets cover the same issue, you can merge the secondary ticket into the primary:
- Open the primary ticket (the one you want to keep).
- Click Merge in the actions panel.
- Enter or search for the secondary ticket number.
- Confirm the merge.
What happens on merge:
– The secondary ticket stores a reference to the primary ticket ID.
– Replies and attachments remain on their original ticket records.
– The secondary ticket’s status is set to closed.
– A timeline entry is logged on both tickets.
Note: Merge is one-directional. The secondary ticket is closed and redirects to the primary. This is not reversible through the UI.
Duplicate Detection #
When a new ticket is created with the same subject and customer as an existing open ticket (within 24 hours), the system flags it as a potential duplicate. The ticket is still created — the flag is a warning for agents to review, not an automatic rejection.