When multiple tickets are created for the same issue, you can merge them into a single ticket to simplify tracking, reduce duplicate work, and keep communication organized.
During the merge process, one ticket becomes the Primary Ticket, while the other tickets become Secondary Tickets.

Prerequisites

Keep the following limitations and behaviours in mind:

• You can merge up to 5 tickets into one primary ticket at a time.
• Attachments are not merged and remain in their original tickets.
• Ticket merging is permanent and cannot be undone.
• Merging tickets does not create a new ticket ID. The primary ticket retains its existing ticket number.

What Happens When Tickets Are Merged?

After merging:

• One ticket remains as the Primary Ticket.
• The selected Secondary Tickets are linked to the primary ticket.
• Secondary tickets can optionally be closed automatically.
• A public note is added to maintain traceability between tickets.
• Secondary tickets receive the merged system tag.
• Customers and agents can continue tracking the issue through a single ticket.

Checkout this video for more details.

Steps to Merge Tickets

Follow the given steps to merge a ticket,

Step 1. Open the Merge Ticket Dialog

1. Open the ticket you want to merge.

2. Click More Options (⋮).

3. Select Merge Ticket.
   

   
   
   

Step 2. Search for Tickets

Search for tickets using either:

• Ticket ID

• Ticket Subject
  

  
  
  

Any ticket except the currently open ticket can be selected.

Step 3. Choose the Primary Ticket

By default, the ticket from which the merge is initiated becomes the Primary Ticket.
If required:

• Locate the desired ticket.

• Click Set as Primary.
  

  
  
  

The selected primary ticket will retain its ticket ID and remain the main ticket after the merge.

Step 4. Configure Merge Options

Choose the options that best suit your workflow before completing the merge.

• Add CCs from Secondary Tickets: Adds all CC recipients from the secondary tickets to the primary ticket.
• Add Secondary Ticket Requesters as CC: Adds the requester from each secondary ticket as a CC on the primary ticket when the requester differs from the primary ticket requester.
• Add Secondary Ticket Links: Adds secondary tickets as related tickets on the primary ticket.
• Close Secondary Tickets: Automatically closes all secondary tickets after the merge.
• Add Secondary Ticket Message
  Choose whether to add:

  • The first message, or

  • The last message
    

    
    
    

from each secondary ticket as a public note on the primary ticket.

Step 5. Merge the Tickets

After selecting the tickets and configuring the options:

• Review your selections.

• Click Merge.
  

  
  
  

The merge process is completed immediately.

Email Notifications

By default, BoldDesk sends an email notification to the requester when tickets are merged.
If you do not want an email notification sent:

• In the Merge Ticket dialog, enable “Don’t send an email.”

• Complete the merge.
  

  
  
  

What Information Is Added After Merging?

After tickets are merged, BoldDesk automatically adds records that help agents track the relationship between the primary and secondary tickets.

1. Adds public notes to both the primary and secondary tickets
   • The primary ticket includes a note referencing the merged secondary ticket(s).
   • Each secondary ticket includes a note with a link to the primary ticket.

Primary ticket note

2. Applies the merged system tag to all secondary tickets, making them easy to identify, filter, and manage later.
   

   
   
   

3. Records the merge activity in ticket history for audit and tracking purposes.
   

   
   
   

These records help agents understand the relationship between merged tickets and support future audits or reviews.

Finding Merged Tickets

Secondary tickets automatically receive the merged tag.
You can use this tag to:

• Filter merged tickets.
• Create dedicated ticket views.
• Exclude merged tickets from your primary ticket list.

For more detailed instructions, learn more on How to Filter Tickets Using Basic Filters in BoldDesk.

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

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.

9. When I merge tickets in BoldDesk, will it create a new ticket ID—and how do I keep a specific ticket number?
   No. Merging tickets does not create a new ticket ID. The ticket you choose as the Primary keeps its existing ticket number, while the other ticket(s) become Secondary, are closed, and are linked to the Primary. To retain a specific original ticket number, initiate the merge from that ticket or explicitly set it as the Primary during the merge.

Related Articles

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