Context
We should not have multiple tickets for the same report of a customer's issue.
Suppose a user faces the same issue at different times (Ex: A user needs help every year when they reset their password) that would be multiple tickets.
But if they contact us numerous times to report the same issue within a specific time frame, it should be documented only on one ticket (Ex: A user contacts us three times on the same day for help resetting their password).
Merge Tickets
- Open the ticket that needs to be closed as a duplicate ticket.
- Select Actions > Merge Into.
- In the To Ticket box, enter the original ticket ID # and select it.
- Check the box for Add Requestor as a Contact.
- Check the box for Notify Responsible Resource.
- Click Save.
- You will be taken to the original ticket, which can be seen in the feed that the other ticket was merged into the original ticket.
- If you attempt to navigate to the merged duplicate ticket, the system will tell you that it was merged and lead you to the original ticket instead.