Merge duplicate tickets
You can merge two or more tickets and their associated attachments and messages into one ticket using Merge Tickets. For example, if a client submitted three separate tickets for items related to the same problem, you can merge the tickets into one single ticket.
- In the toolbar, click Tickets > Search Tickets.
- Use the Basic Search and Advanced Search tabs to locate the tickets you want to merge.
- In the Ticket Results screen, select the check boxes next to the tickets you want to merge.
- Scroll down to the bottom of the screen and click Merge selected.
- In the dialog box, click the drop-down menu and select the ticket that hosts all merged tickets.
- Select Include Attachments to merge all attachments into the selected ticket.
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Click Merge Tickets.
Web Help Desk combines all selected tickets and their associated notes and attachments to the parent ticket.