Sometimes you might receive a few tickets from the same requester which are identical to each other or only have slight variations from each other. It's times like this where to unclog your ticket dashboard with useless tickets you might want to merge a one or two together. This is what we refer to as Merging a Ticket.
This can be done from the Actions drop-down at the top left of the ticket under the Ticket #. Click on the drop-down and select "Merge"
Once you have chosen "Merge" you will be presented with a pop-up dialog box which will list other tickets you would like to merge this ticket with.
Very Important: When merging a ticket you are merging the current active ticket INTO another ticket.
What happens when I merge one ticket into another?
When you merge the currently active ticket into another ticket we take all the comments made in the current active ticket and add them to the new ticket you are merging it with. We maintain the timestamps of all the comments from the current ticket when we merge it, so they will appear in chronological order as they were made in each ticket.
Also, the title of the ticket that you are merging will not copy over, the original subject of the ticket you are merging it with will be the new title of the ticket. The ticket that you merged from will disappear.
Sometimes you might receive a few tickets from the same requester which are identical to each other or only have slight variations from each other. It's times like this where to unclog your ticket dashboard with useless tickets you might want to merge a one or two together. This is what we refer to as Merging a Ticket.
This can be done from the Actions drop-down at the top left of the ticket under the Ticket #. Click on the drop-down and select "Merge"
Once you have chosen "Merge" you will be presented with a pop-up dialog box which will list other tickets you would like to merge this ticket with.
Very Important: When merging a ticket you are merging the current active ticket INTO another ticket.
What happens when I merge one ticket into another?
When you merge the currently active ticket into another ticket we take all the comments made in the current active ticket and add them to the new ticket you are merging it with. We maintain the timestamps of all the comments from the current ticket when we merge it, so they will appear in chronological order as they were made in each ticket.
Also, the title of the ticket that you are merging will not copy over, the original subject of the ticket you are merging it with will be the new title of the ticket. The ticket that you merged from will disappear.