How to merge a ticket with another one

Overview

When you receive multiple tickets from one or more users about the same underlying issue, you can merge them to consolidate communication and avoid duplicate work.

The merge process designates one ticket as the Primary (or parent) ticket and links the others as child tickets. The child tickets are then automatically updated with the primary ticket's status and properties, keeping all relevant information centralized.

Step-by-Step Guide

1. Select the Tickets to Merge

• From the main Tickets list view (1), use the checkboxes (2) to select two or more tickets that report the same issue.

• Once you've selected the tickets, an action bar will appear at the top. Click the Merge button (3).

2. Choose the Primary Ticket and Confirm

A confirmation window will appear, allowing you to finalize the merge.

• In the 'Merge Tickets' window, you will see a list of the tickets you selected.

• Designate one ticket as the Primary ticket by clicking on it. This will be the main ticket that you work on and communicate through. All other tickets will become child tickets and will be linked to this one.

• After selecting your primary ticket, click the Merge Tickets button to confirm the action.

3. View the Merged Tickets

The merge is now complete. The child ticket(s) will be automatically linked to the primary ticket.

• To see the relationship, open the primary ticket (in this example, #41 "VM is not working").

• Navigate to the Related Tickets tab. You will now see the other ticket (#42 "Cloud accessibility issues") listed, confirming the merge was successful.