Maintain a clear and organized workspace by merging related tickets into one conversation thread, ensuring all historical context is readily accessible.
To merge tickets,
Navigate to Modules > Tickets
Choose the tickets you want to merge from the list view.
Click on the “Merge” button, as shown below.
4. You’ll then be able to select a parent ticket. The other selected tickets will be merged as child tickets.
5. You can also add secondary ticket recipients to the CC field of the merged ticket, ensuring all subsequent replies involve these recipients.
6. Additionally, you can transfer worklogs from the secondary tickets to the parent ticket.
📝Note: Active timers in the secondary ticket will not be moved to the Parent ticket’s timers.
7. After merging, both the parent and secondary tickets will have a private note indicating the merge event.
8. This event will also be logged in the ticket audit.
9. On any parent ticket, you’ll see a full list of other secondary tickets that have been merged.
10. Secondary tickets will also detail the parent ticket they were merged into.
11. You can also merge tickets directly from a ticket page by clicking on the “Actions” button, as shown below.
📝Note: You can only merge unresolved tickets that belong to the same client from this page.