Easy Tech TutsHow to Unmerge a Ticket in Freshdesk
By Impran M N
Merging tickets sometimes happens by accident or the tickets turn out to be unrelated after all. This guide covers how to unmerge tickets in Freshdesk to separate them back out.
01Open the merged ticket
Locate the primary ticket that has other tickets merged into it.
02Find the merge history
Look within the ticket for a record of which tickets were merged into it.
03Select the unmerge option
Choose the ticket you want to separate out and use the unmerge action if available for that ticket.
04Confirm and verify
Confirm the action and check that the ticket now appears again as a standalone ticket in your list.
Frequently asked questions
Can every merged ticket be unmerged?
Unmerge availability can depend on how the merge was performed and your Freshdesk plan, so results may vary.
Will unmerging restore the original conversation history?
Unmerging generally aims to restore the ticket as a separate entry, though exact history restoration can depend on Freshdesk's handling.
Who can unmerge tickets?
Typically agents with the right permissions can perform merge and unmerge actions.
Is there a time limit to unmerge a ticket?
There isn't necessarily a strict time limit, but it's best to correct a mistaken merge as soon as you notice it.
Watch the full walkthrough
The same steps, demonstrated on screen from start to finish.
