How to Merge Tickets in Freshdesk

Overview: Merging tickets in Freshdesk is a useful feature for managing multiple customer queries or incidents that relate to the same issue. It consolidates duplicate tickets into a single one, ensuring streamlined communication and tracking.

Why Merge Tickets?

Often, duplicate tickets are created when:

• A user raises the same issue multiple times.
• A customer opens a new ticket instead of following up on an existing one.

By merging these tickets, agents can avoid confusion, reduce redundancy, and provide better service.

Steps to Merge Tickets in Freshdesk:

1. Open the Tickets Tab: Navigate to the list of tickets.

2. Select Tickets to Merge: Use the checkboxes to select the tickets you want to merge. You can choose two or more tickets that are addressing the same issue.

3. Click on the Merge Button: The merge option is available in the navigation pane.

4. Select the Primary Ticket: A dialog box will pop up where you can choose which ticket will serve as the primary ticket. All conversations and data from the secondary tickets will be moved into this primary ticket. The secondary tickets will be closed.

5. Review and Confirm: Review the tickets and ensure the correct one is selected as the primary ticket. You can also add or remove tickets from the merge before finalizing.

6. Complete the Merge: Once reviewed, click the Confirm and Merge button. A note will be added to the secondary tickets indicating that they have been merged, and a link to the primary ticket will be created.

What Happens After Merging?

• All Conversations Consolidated: The entire conversation from secondary tickets is transferred to the primary ticket in chronological order.

• Closure of Secondary Tickets: Secondary tickets are automatically closed once the merge is completed.

• Notifications: If the notes in the tickets are public, an email notification may be sent to the requester about the merged tickets.

• Replying to Merged Tickets: Agents must manually add the requesters from the secondary tickets to the CC field when replying to the merged ticket for the first time. Afterward, Freshdesk will automatically include them in subsequent replies.

FAQs:

• Can I Unmerge Tickets? Merging is generally permanent, but you can reverse the process by deleting the merge note and re-opening the secondary tickets.

By merging tickets, Freshdesk helps you maintain cleaner workflows, avoid duplicated efforts, and provide better service by consolidating all related communications in one place