Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| 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. Since September 2026 these keep their formatting rather than arriving as flat text.
- 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.
What cannot be merged
- A closed ticket, as the target. Closed is the end of the line.
- A shared ticket, one under a sharing agreement with another account.
- AI agent tickets.
- Two different requesters, unless ticket CCs are enabled. Without CCs, both tickets have to be from the same person.
You can merge an unsolved ticket into a solved one, and that does not reopen the solved ticket.
Which direction
You merge from the one you are giving up into the one you are keeping. Get this backwards and you lose the wrong ticket. 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. The merged result belongs to the target's requester, and the other one is added as a CC. So merging two people's tickets shows each of them the other's conversation, which is a disclosure decision rather than a tidying one.
- It does not carry the ticket fields across. Tags, type, priority and status stay behind with the ticket you close; only what is filled in on the ticket you keep survives.
- It cannot be undone. The closed ticket stays closed.
Merged tickets skew your counts
The ticket you close gets the tag closed_by_merge. That tag is the way to keep merged duplicates out of a report: without it, three tickets about one problem still count as three, and your volume looks higher than the work was.
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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