Merging related tickets based on suggestions

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<p id="docs-hc-snippet" style="display: none;">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 andsimilar ticketsto help you track relevant ticket relationships at a glance.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can use merge suggestions in Related tickets to spot tickets that should be combined with the one you’re working on. This helps you reduce duplicate work, keep related ticket information in one place, and manage ticket relationships with similar tickets at a glance. You can preview suggestions, merge selected tickets, and review merge comments before confirming. Ticket merges can’t be undone.</p>
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<div class="note attention">
<span class="attentiontitle"></span> Merging suggestions are available on Suite and Support Professional
plans and above, with a usage allowance that resets monthly. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10269211633050#topic_ydw_1rx_23c" target="_blank">Understanding monthly Copilot allowance
usage</a>.</div>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6154115110170" target="_blank">similar tickets</a> to help you track relevant ticket
relationships at a glance.</p>
<p class="p">Merging tickets can increase your efficiency by not having to resolve the same issue
multiple times.</p>
<p class="p">Related articles:</p>
<ul class="ul" id="zug_ai_merging_suggestions__ul_xrn_gkf_51c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8044075423514" target="_blank">Turning on merging suggestions</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882445594" target="_blank">Merging tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886890906" target="_blank">Bulk merging tickets</a></li>
</ul>
<div class="note important" id="zug_ai_merging_suggestions__note_pkh_frh_xcc">
<span class="importanttitle">Important:</span> Ticket merges cannot be reversed. Use caution
when merging tickets together.</div>
<p class="p">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.</p>
<p class="p"><img class="image img-screenshot" id="zug_ai_merging_suggestions__image_kk2_tp5_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_contextpanel_relatedtickets_redbadge.png" width="400"></p>
<p class="p">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. </p>
<p class="p"><strong class="ph b">To merge tickets from Related tickets in the context panel</strong></p>
<div class="p">
<ol class="ol" id="zug_ai_merging_suggestions__ol_nqf_nrh_xcc">
<li class="li">Within a ticket, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362#topic_ehj_pqz_n4b" target="_blank">open the context panel</a>.</li>
<li class="li">Click the <strong class="ph b">Related tickets</strong> icon (<img class="image" id="zug_ai_merging_suggestions__image_oph_b33_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_related_tickets_context_panel_icon.png" width="24">).</li>
<li class="li">(Optional) Preview a ticket by hovering over it in the list of suggestions.
<p class="p"><img class="image img-screenshot" id="zug_ai_merging_suggestions__image_dyn_5p5_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_contextpanel_merge_suggestions.png" width="600"></p>
</li>
<li class="li">Select the check box for the ticket or tickets you want to merge into the
current ticket. </li>
<li class="li">Click <strong class="ph b">Merge</strong>. <p class="p"><img class="image img-screenshot" id="zug_ai_merging_suggestions__image_xvh_pp5_w2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/copilot_relatedtickets_merge_tickts.png" width="400"></p>
</li>
<li class="li">If you’re attempting to merge a ticket into another ticket with a different
organization, brand, or requester, review the message in the <strong class="ph b">Merging across
accounts</strong> window. Click <strong class="ph b">Continue Merge</strong> if you want to continue, or
<strong class="ph b">Go Back</strong> if you want to cancel the merge.<p class="p"><img class="image" id="zug_ai_merging_suggestions__image_zwb_wrh_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_merging_suggestions_across_accounts.png" width="450"></p>
</li>
<li class="li">In the <strong class="ph b">Ticket merge</strong> window, review the information about the tickets
you’re merging:<ol class="ol" id="zug_ai_merging_suggestions__ol_axb_wrh_xcc" type="a">
<li class="li">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. </li>
<li class="li">If you don’t want the requester or any CCs to see the merge comment,
deselect <strong class="ph b">Requester and CCs can see this comment</strong>.<div class="note tip" id="zug_ai_merging_suggestions__note_bxb_wrh_xcc">
<span class="tiptitle">Tip:</span> Admins can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822560410" target="_blank">set the default privacy for all
ticket comments</a> to make merge comments deselected by
default. </div>
</li>
</ol>
</li>
<li class="li">Click <strong class="ph b">Confirm and Merge</strong>. <p class="p"><img class="image" id="zug_ai_merging_suggestions__image_cxb_wrh_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_merging_suggestions_confirm_merge.png" width="600"></p>
<div class="note">
<span class="notetitle">Note:</span> If you're on a Suite or
Support Professional plan or above, then a use is counted only when you
click <strong class="ph b">Confirm and Merge</strong>.</div>
<p class="p">The tickets are updated with the
merge comments. The ticket that was merged into the current ticket is
closed.</p>
</li>
</ol>
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