Merging tickets


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.


What's my plan?







All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus










Support

Team, Professional, or Enterprise









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 Bulk merging tickets.
Agents can merge tickets by default. However, on Enterprise plans, agents in custom roles must be
granted permission to merge tickets in their custom role.
This article contains the following sections:
Ticket merging
rules
Merging one ticket
into another


Related article:
Bulk merging tickets




Ticket merging rules

When you merge tickets, the following rules apply:


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.
The tickets can't be shared with another Zendesk Support
instance via Ticket sharing. If you unshare a
ticket, it can be merged.
If you have ticket CCs enabled:
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.
If anyone was CC'd on an original ticket, they
are also added as a CC on the merged ticket.


If you don't have ticket CCs enabled, you can only merge
two tickets if they are from the same
requester.
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.
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.
Merges are permanent and can't be undone.
The ticket that's closed with the merge has the tag
closed_by_merge added.
You can report on all tickets excluding tickets closed
by merge based on the closed_by_merge tag
(see Excluding tickets
closed by merge). However, you can't
produce reports based on the fields of the ticket
that was closed by the merge.
Merged tickets lose any HTML
formatting.

AI agent
tickets can’t be merged.





Merging one ticket into another

You can merge one or more tickets into another ticket. To merge a group
of tickets into a single ticket, see Bulk merging tickets.
To merge one ticket into another ticket

Open the ticket that you want to merge into another ticket.
Click the Ticket options menu ( ) in the upper right, then
select Merge into another ticket.

Do one of the following:
Enter a ticket number, then click
Merge.
Select one of the ticket requester's open
tickets.
Select one of your recently viewed tickets.


If you’re
attempting to merge a ticket into a ticket with a
different organization, brand, or requester, a
message appears.

If you are merging tickets from two different requesters, ensure
that you aren’t unintentionally sharing sensitive
information by merging the tickets, then click Continue
Merge.

Click Confirm and merge.

Note: There is a
known issue where Markdown text might inappropriately
render in merged ticket comments.

Optionally, edit the merge comments that are added to each
ticket, and deselect Requester can see this comment
under each comment if you don't want the requesters to see
the merge comment.
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 set the default
privacy for all ticket comments.



Select Confirm and Merge. Be sure that you merge the
correct tickets. Ticket merges are final and cannot
be undone or reverted.
The ticket that was
merged into another ticket is closed.






{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408882445594",
"url": "https://support.zendesk.com/hc/en-us/articles/4408882445594",
"headline": "Merging tickets",
"description": "You can merge one or more unsolved tickets into another ticket following specific rules to consolidate support requests while ensuring data integrity and privacy controls.",
"articleSection": "Ticket management",
"datePublished": "2021-10-16T16:05:00+00:00",
"dateModified": "2026-04-30T22:21:10.105143+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408882445594"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}
