The merge ticket feature allows the user to merge one or more tickets into another ticket. This might be useful if more than one ticket about the same issue is created. If a ticket is merged, just one ticket can be tracked rather than several tickets.

Key Points About Merging Tickets

When you merge tickets in BoldDesk:

• One of the tickets becomes primary and the other secondary.
• Either the first or last message of the secondary tickets is updated in the primary ticket, which can be selected during the merge.
• All the secondary tickets are closed once they are merged if the user selects an option to close.
• A public note is added to all the secondary tickets with a link to the primary ticket and an email notification is sent.
• The user can also link the secondary ticket as a related ticket to the primary ticket.
• The user can also add CCs and the requester of the secondary ticket to the primary ticket CC.
• Only 5 tickets can be merged at a time into one primary ticket.
• Ticket attachments will not be merged.
• This is an irreversible process. The merged ticket cannot be unmerged.

Checkout this video for more details.

Steps to Merge Tickets

Follow the given steps to merge a ticket,

1. Open the tickets that need to be merged.

2. Click on the more options and select the Merge Ticket option to open a dialog box.
   

   
   
   

3. Search for the tickets by using the ticket ID or subject. Any tickets other than the current ticket can be searched.
   

   
   
   

4. By default, the ticket from which the merge is initiated is the primary ticket. Users can change the primary ticket by selecting the Set as Primary option near the ticket that needs to be set as primary.
   

   
   
   

5. The following are some additional options available while merging tickets:

   • Option to add CCs from the secondary ticket to the primary ticket.
   • Option to add the requester of the secondary ticket as CC to the primary ticket.
   • Option to add a secondary ticket link to the primary ticket.
   • Option to close the secondary tickets after merging.
   • Option to add either the secondary ticket’s first message or secondary ticket’s last message.

6. After selecting the required tickets, select the Merge option to merge the tickets.

Notes Added During Ticket Merging

After the ticket is merged, the following public note message will be added to the ticket:

Primary ticket

Secondary ticket

Automatic Allocation of Tags While Merging Tickets

All secondary tickets are automatically allotted with the ‘merged’ system tag when they are merged.

This automatic tag allocation can assist you in excluding all secondary tickets while reviewing your tickets on the global ticket list page. You can achieve this using the advanced filter support.

History Logs While Merging Tickets

After the ticket is merged, the following histories will be logged in the ticket:

Primary ticket

Secondary ticket

Additional Settings While Merging Tickets

The following are settings that can be configured while merging tickets:

Preventing Email Notifications When Merging Tickets

By default, BoldDesk sends email notifications to end users when tickets are merged. However, this behavior can be controlled during the merge process:

• Disable Email Notification During Merge: On the Merge Ticket dialog, enable the option “Don’t send an email” to prevent notifications from being sent to the requester of the secondary ticket.
• This is especially useful when merging duplicate tickets to avoid confusing the customer with multiple emails about the same issue.
• The option is available only at the time of merging and cannot be retroactively applied.

Managing Merged Tickets in BoldDesk

BoldDesk does not support deleting or archiving merged tickets automatically after they are closed. This is to maintain ticket history and ensure audit compliance. However, there are effective ways to manage visibility and organize merged tickets within your helpdesk workflow.

Managing Visibility of Merged Tickets

Although merged tickets cannot be deleted or archived automatically, you can use the following methods to manage them:

1. Use Advanced Filters

• Navigate to Tickets → Filters → Advanced Filters.

• Add a condition to exclude tickets with the tag merged.

• Apply this filter to your global ticket view to hide merged tickets from your main workflow.
  

  
  
  

2. Create a Separate View

• Go to Tickets → Views → Create New View.
• Set the filter to include tickets with the tag merged.
• This creates a dedicated view for merged tickets, making them easier to track and manage.

Deleting Merged Tickets Manually
If you need to remove merged tickets permanently:

• Open the merged tickets view you created.
• Select the tickets you want to delete.
• Use the bulk delete option to remove them from your system.

Permission for Merging a Ticket

For accessing the Merge ticket feature, an agent should have the Merge tickets permission assigned to his or her role. Explore further instructions about Managing Roles and Permissions in BoldDesk.

Troubleshooting

“Merge Ticket” option is not available

Confirm the agent role includes the Merge tickets permission.

Unable to merge more tickets

Confirm the merge selection does not exceed 5 tickets. Only 5 tickets can be merged into one primary ticket in a single merge operation.

Attachments are missing after merge

This is expected. Attachments are not merged and remain only in the original secondary tickets.

Customer received an unexpected merge email

• Merge emails are sent by default and are not customizable.
• To prevent the email for a specific merge, select Don’t send an email before confirming the merge.

Need to reverse a merge

Merge is irreversible. Tickets cannot be unmerged after completion.

Frequently Asked Questions

1. What is the purpose of merging tickets?
   Merging tickets consolidates multiple tickets about the same issue into a single primary ticket so the issue can be tracked in one place.

2. How many tickets can be merged at once?
   Up to 5 tickets can be merged in a single merge operation into one primary ticket.

3. What happens to secondary tickets after merging?
   Secondary tickets remain as tickets but can optionally be closed during the merge. Each secondary ticket receives a public note linking to the primary ticket and a merged system tag.

4. Can I choose which secondary ticket message is copied into the primary ticket?
   Yes. You can select either the first or last message of the secondary tickets during the merge.

5. Are attachments merged into the primary ticket?
   No. Attachments are not merged.

6. Are users notified when tickets are merged?
   Yes, an email notification is sent by default. The email is not customizable, but you can suppress it per merge using Don’t send an email.

7. Can I disable merge emails globally?
   No. There is no global setting to disable merge-related emails by default. Suppression must be selected during each merge.

8. How do I identify merged tickets later?
   All secondary tickets receive the merged system tag, which can be used for filters and views.

Related Articles

1. Install and Configure Auto-Merge Tickets Integration
2. How to Merge Contacts in BoldDesk