Merge two tickets into one
When a customer writes in twice about the same thing, merge the tickets: everything moves onto the one you keep and the other closes as merged.
Updated 3 min read
Pick Merge… from a ticket's menu, or Merge into… from the right-click menu in a list. Find the other ticket by number or words from its subject. Everything moves onto the ticket you keep, and the other one closes as merged.
What moves
- Messages, notes and files.
- Time entries not yet sent to your PSA. Time already sent stays on the merged ticket, where your PSA has it.
- Replies the customer sends later to the merged ticket land on the kept one.
Rules
Both tickets must be for the same company and still open, and you must be able to change both. The older ticket is kept unless you press Keep the other one. Undo appears for a few seconds after a merge.
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