Easy Tech TutsHow to Merge Tickets in Freshdesk
By Impran M N
When a customer submits multiple tickets about the same issue, merging them keeps your team from duplicating effort. This guide shows how to combine related tickets into one in Freshdesk.
01Open the primary ticket
Decide which ticket will remain as the main one and open it in your Freshdesk dashboard.
02Select the merge option
Use the merge action, typically found in the ticket's menu of actions.
03Choose the tickets to merge
Search for and select the duplicate or related tickets you want to combine into the primary ticket.
04Confirm the merge
Review the selection and confirm, which combines the conversation history into the single primary ticket.
Frequently asked questions
What happens to the merged ticket's history?
The conversation history from merged tickets is typically added to the primary ticket so context isn't lost.
Can I merge tickets from different customers?
Merging is generally intended for tickets from the same customer or about the same issue, not unrelated requests.
Can I undo a merge?
Once tickets are merged, undoing it isn't always straightforward, so it's worth double-checking before confirming.
Does merging close the duplicate tickets?
Yes, the duplicate tickets are typically closed or archived once merged into the primary ticket.
Watch the full walkthrough
The same steps, demonstrated on screen from start to finish.
