Merging related tickets based on suggestions

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The merging suggestions feature identifies tickets that might be potentially merged with the ticket you're currently working on. These suggestions appear in Related tickets in the context panel within a ticket. Related tickets in the context panel contains both merge suggestions and similar tickets to help you track relevant ticket relationships at a glance.

Merging tickets can increase your efficiency by not having to resolve the same issue multiple times.

Related articles:

Turning on merging suggestions

Merging tickets

Bulk merging tickets

Important: Ticket merges cannot be reversed. Use caution when merging tickets together.

When a new merging suggestion or similar ticket is available, you’ll see a red badge over the Related tickets icon in the context panel.

You can click the icon to review the suggestion and merge the tickets. After you view the suggestion or similar ticket, the red badge over the icon disappears, but you’ll continue to see the suggestions until you merge them.

To merge tickets from Related tickets in the context panel

Within a ticket, open the context panel.

Click the Related tickets icon ( ).

(Optional) Preview a ticket by hovering over it in the list of suggestions.

Select the check box for the ticket or tickets you want to merge into the current ticket.

Click Merge.

If you’re attempting to merge a ticket into another ticket with a different organization, brand, or requester, review the message in the Merging across accounts window. Click Continue Merge if you want to continue, or Go Back if you want to cancel the merge.

In the Ticket merge window, review the information about the tickets you’re merging:

If necessary, edit the merge comments that are added to each ticket. If you remove all text from the comment box, the most recent comment from the merged ticket will appear as the updated ticket comment.

If you don’t want the requester or any CCs to see the merge comment, deselect Requester and CCs can see this comment.
Tip: Admins can also set the default privacy for all ticket comments to make merge comments deselected by default.

Click Confirm and Merge.

The tickets are updated with the merge comments. The ticket that was merged into the current ticket is closed.