Easy Tech TutsHow to Merge Tickets in Zendesk Easily 2026
By Impran M N
When a customer submits the same request twice, or two agents accidentally pick up the same issue, merging tickets keeps your support queue from getting cluttered. This guide covers finding the duplicate, choosing the surviving master ticket, and controlling whether the customer sees the merge notification.
01Find the duplicate ticket
Open the secondary ticket in Zendesk Support that you want to close out as a duplicate.
02Open the merge dialog
Click the three-dot options menu in the upper right and select "Merge into another ticket."
03Choose the master ticket
Search for and input the target ticket ID that should serve as the surviving record.
04Review what transfers
Check which ticket will close and confirm how the comment history will map into the master ticket.
05Set comment visibility
Toggle whether the requester sees the automatic merge notification comment.
06Confirm the merge
Click confirm to lock in the merge and update your active ticket views.
Frequently asked questions
Can I undo a ticket merge?
Merged tickets are generally not reversible, so double-check you've selected the correct master ticket before confirming.
Does the customer see that their tickets were merged?
That depends on the visibility toggle you set during the merge, which controls whether the requester sees a notification comment.
What happens to attachments on the ticket that closes?
The system carries over comment history during a merge, including attachments, into the surviving master ticket.
How can I tell a ticket was closed by a merge later on?
Zendesk applies a background tag like closed_by_merge to help you identify merged tickets in reporting.
Watch the full walkthrough
The same steps, demonstrated on screen from start to finish.
