Overview
When the same issue arrives more than once — a customer emails, then calls, then submits a portal request — you end up with duplicate tickets. Merging folds one ticket into another so the whole conversation lives in a single place and your SLA and reporting numbers stay clean.
What Merging Does
When you merge ticket A into ticket B:
- All of ticket A's notes and replies move onto ticket B, so the full history is preserved on the survivor.
- A note is recorded on ticket B saying that ticket A was merged into it.
- Ticket A is closed and stamped with a link to ticket B (its surviving target).
- Ticket B (the target) is the surviving ticket and is what stays open for you to work.
- The merge is written to the audit log.
Merging is one-directional: the source closes, the target survives. Choose your target carefully — it is usually the older ticket or the one with the most context.
Merging Two Tickets
- Open the source ticket (the duplicate you want to fold away).
- Open the ticket actions and choose Merge.
- In the merge dialog, pick the target ticket — the one that should survive.
- Confirm. The source ticket's notes move to the target, the source closes, and you land on the surviving ticket.
You cannot merge a ticket into itself, and both tickets must belong to your organization.
Finding Duplicates Automatically
PSA can surface likely duplicates for you. When a ticket looks like it overlaps with other open tickets for the same company, a duplicate-detection banner appears at the top of the ticket. From there you can review the candidates and merge in a couple of clicks instead of hunting manually. Only open tickets (not resolved, closed, or already-merged ones) are offered as candidates.
Splitting a Ticket
The opposite of merging is splitting — when one ticket actually contains two separate problems. Use the Split action to break the second issue out into its own new ticket while keeping the original.
Troubleshooting
The Merge action does nothing / errors. Make sure you picked a target that is a different, open ticket in the same organization. Merging a ticket into itself is rejected.
I merged the wrong direction. The source is closed, not deleted, and it records which ticket it was merged into — its notes now live on the target. Reopen the closed source if you need to correct course, and merge again in the right direction.
The customer replies to the old (merged) ticket. Replies thread onto whichever ticket the email references. Because the merge note links the two, you can see the connection; consider directing the customer to the surviving ticket.