Documentation forWeb Help Desk

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.

After you merge duplicate tickets, you cannot reverse the procedure.
  1. Log in to Web Help Desk as an administrator.
  2. Click Tickets in the toolbar.
  3. Select the check boxes next to the duplicate tickets you want to merge.
  4. Scroll down to the bottom left corner of the page and click Merge selected.

  5. In the dialog box, click the drop-down menu and select the ticket that hosts all merged tickets.

  6. (Optional) Select Include Attachments to merge all attachments into the selected ticket.
  7. Click Merge Tickets.

    Web Help Desk combines all selected tickets and their associated notes and attachments to the parent ticket.