Plan requirement
| Subscription | Any plan |
| Access | Agent |
When the same person opens three tickets about one problem, merging pulls them together. It cannot be undone, so check first.
Merge two tickets
- Open the ticket you want to keep closed: the duplicate, not the one you will carry on working in.
- Open the ticket options menu and choose Merge into another ticket.
- Enter the number of the ticket you are keeping.
- Review the two comments Zendesk will add, one on each ticket, and edit them if the customer will see them.
- Confirm.
The duplicate is closed and its comments are copied into the target as a note. The customer is told, in the wording you just reviewed, unless you make those comments private.
Which direction
You merge from the one you are giving up into the one you are keeping. Getting this backwards is the common mistake, and since merging cannot be reversed it is worth reading the numbers twice.
Keep the ticket with the most history, or the one the customer is most likely to reply to.
What merging does not do
- It does not combine attachments into one tidy list. They stay with their original comments.
- It does not merge the requesters. If two different people raised the tickets, the merged result belongs to the target's requester.
- It cannot be undone. The closed ticket stays closed.
Better than merging
If the same customer opens duplicates regularly, the cause is usually that they cannot find their existing ticket. A help centre where people can see their open requests removes the reason.
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