Merging tickets

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<p id="docs-hc-snippet" style="display: none;">If needed, you can merge one or more tickets into another ticket. You might do this if you receive two support requests about the same issue from the same end user, for example. To merge a group of tickets into a single ticket, seeBulk merging tickets.</p>
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<p class="p">If needed, you can merge one or more tickets into another ticket. You might do this if you
receive two support requests about the same issue from the same end user,
for example. To merge a group of tickets into a single ticket, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886890906#topic_k5w_mnf_wf" target="_blank">Bulk merging tickets</a>. </p>
<p class="p">Agents can merge tickets by default. However, on Enterprise plans, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882-Creating-custom-roles-and-assigning-agents-Enterprise-#topic_cxn_hig_bd" target="_blank">agents in custom roles</a> must be
granted permission to merge tickets in their custom role.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic-1__ul_v3l_nfv_y3c">
<li class="li"><a class="xref" href="#topic_qcg_cfv_y3c">Ticket merging
rules</a></li>
<li class="li"><a class="xref" href="#topic_k4j_2fv_y3c">Merging one ticket
into another</a></li>
</ul>
</div>
<div class="p">Related article:<ul class="ul" id="topic-1__ul_esq_qfv_y3c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886890906#topic_k5w_mnf_wf" target="_blank">Bulk merging tickets</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qcg_cfv_y3c">
<h2 class="title topictitle2" id="ariaid-title2">Ticket merging rules</h2>
<div class="body">
<p class="p">When you merge tickets, the following rules apply:</p>
<div class="p">
<ul class="ul" id="topic_qcg_cfv_y3c__ul_i2b_hgf_14">
<li class="li">Merges are permanent and can't be undone.</li>
<li class="li">The tickets must be less than Solved. You can merge an
unsolved ticket into a Solved ticket. Doing this
will not reopen the Solved ticket. In the case of
custom ticket statuses, the tickets must have a
status that belongs to a status category that is
less than Solved.</li>
<li class="li">Merged tickets can't be shared with another Zendesk
Support instance via Ticket sharing. If you unshare
a ticket, it can be merged. </li>
<li class="li">If you have ticket CCs enabled: <ul class="ul" id="topic_qcg_cfv_y3c__ul_aly_ygf_14">
<li class="li">You can merge two tickets with different
requesters. The requester of the ticket you close
with the merge is added as a CC to the new ticket. </li>
<li class="li">If anyone was CC'd on an original ticket, they
are also added as a CC on the merged ticket.</li>
</ul>
</li>
<li class="li">If you don't have ticket CCs enabled, you can only merge
two tickets if they are from the same
requester.</li>
<li class="li">The most recent public comment from the ticket being
closed with the merge appears in the merge window.
You can choose to remove or edit the comment.
Otherwise, the most recent public comment is
included in the new ticket's comment with a link to
the closed ticket. You can review previous comments
in the closed ticket. No other comments appear
directly in the new
ticket.</li>
<li class="li">Ticket fields, including Tags, Type, Priority, and
Status, aren't carried over from the ticket being
closed with the merge. Only fields that are filled
out in the new ticket are saved.</li>
<li class="li">The ticket that's closed with the merge has the tag
<em class="ph i">closed_by_merge</em> added.</li>
<li class="li">You can report on all tickets excluding tickets closed
by merge based on the <em class="ph i">closed_by_merge</em> tag
(see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843359898" target="_blank">Excluding tickets
closed by merge</a>). However, you can't
produce reports based on the fields of the ticket
that was closed by the merge.</li>
<li class="li">HTML formatting is preserved.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">AI agent
tickets</a> can’t be merged.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_k4j_2fv_y3c">
<h2 class="title topictitle2" id="ariaid-title3">Merging one ticket into another</h2>
<div class="body">
<p class="p">You can merge one or more tickets into another ticket. To merge a group
of tickets into a single ticket, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886890906#topic_k5w_mnf_wf" target="_blank">Bulk merging tickets</a>. </p>
<p class="p"><strong class="ph b">To merge one ticket into another ticket</strong></p>
<ol class="ol" id="topic_k4j_2fv_y3c__ol_xqr_dej_vf">
<li class="li">Open the ticket that you want to merge into another ticket.</li>
<li class="li">Click the Ticket options menu (<img class="image" id="topic_k4j_2fv_y3c__image_cq3_3bt_m2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">) in the upper right, then
select <strong class="ph b">Merge into another ticket</strong>.<p class="p"><img class="image img-screenshot" id="topic_k4j_2fv_y3c__image_u43_zld_s4" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket-options-menu.png" width="200"></p>
</li>
<li class="li"> In the Merge tickets panel, select the destination ticket in
one of the following ways: <ul class="ul" id="topic_k4j_2fv_y3c__ul_f2t_fhv_y3c">
<li class="li">Enter a ticket number.</li>
<li class="li">Select one of the ticket requester's open
tickets.</li>
<li class="li">Select one of your recently viewed tickets.</li>
</ul>
<p class="p"><img class="image" id="topic_k4j_2fv_y3c__image_znh_yhd_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Ticket_merge-full.png" width="250"></p>
If you’re
attempting to merge tickets from different organizations,
brands, or requesters, a warning appears:<p class="p"><img class="image" id="topic_k4j_2fv_y3c__image_wxv_b3d_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_merge-warning.png" width="250"></p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>. <div class="note note">
<span class="notetitle">Note:</span> There is a known issue where Markdown
text might inappropriately render in merged ticket
comments.</div>
</li>
<li class="li">Optionally, edit the merge comments that are added to each
ticket, and deselect <strong class="ph b">Requester can see this comment</strong>
under each comment if you don't want the requesters to see
the merge comment.
These comments support <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844184730" target="_blank">rich text
formatting</a><p class="p">If you remove all text from the
comment box, the most recent comment from the merged
ticket appears as the updated ticket comment. If you
want merge comments to always be deselected for
requesters, admins can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822560410" target="_blank">set the default
privacy for all ticket comments</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Merge tickets</strong>. <p class="p">Be sure that you merge the
correct tickets. Ticket merges are final and cannot
be undone or reverted.</p>
<p class="p">The ticket that was
merged into another ticket is closed. </p>
</li>
</ol>
<p class="p">
</p>
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