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When a customer opens two tickets about the same issue, merge one into the other. The merged ticket closes and links to the ticket you keep. Messages stay on the ticket they were sent to, and both timelines record the merge. A merge cannot be undone.

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Merging a ticket

1

Open the merge picker

In the right-hand panel, click the merge icon in the Customer History header.
2

Pick the other ticket

The list shows the customer’s 20 most recently active open tickets. Search by ticket number or message text to find others.
3

Choose which ticket to keep

By default, the ticket you have open is merged into the one you pick. Click Swap to keep the open ticket instead.
4

Click Merge

Ticket details panel with the merge icon in the Customer History header and its tooltip showing

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Which tickets can be merged

Both tickets must belong to the same customer, and the ticket you keep must be open. A ticket that was already merged cannot be merged again, and nothing can be merged into it. On WhatsApp, Messenger, and Instagram, keep the ticket for the customer’s current conversation and merge older tickets into it.
Chat bubble visitors type their own email address, so two tickets with the same unverified address may come from different people. Check both tickets before merging.

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What happens to the merged ticket

It moves to your default closed status, or keeps its status if it was already closed. After that it can only move between closed statuses, and bulk reopening skips it. Agents can add notes to it but cannot reply. When the customer replies to the merged ticket’s email thread, the reply goes to the ticket you kept, with a note showing which ticket it was sent to. If that ticket is later merged too, replies go to the newest ticket.
A customer email reply on the kept ticket, labelled as sent to merged ticket #237
The merged ticket no longer appears in the customer’s ticket list in the chat bubble. Merging does not run triggers or send a satisfaction survey, and triggers do not run on a merged ticket afterwards. In the API, replying to a merged ticket or moving it to an open status returns a TICKET_MERGED error. Merging requires the Edit tickets permission.