You can merge multiple tickets into one, keeping a primary ticket that secondary (merged) tickets will be associated with.
- Go to Tickets, select the checkbox alongside the tickets you want to merge and click the Merge button:
- The Merge Tickets dialog is displayed:
- Choose from the following options:
- When finished, click Merge.
|Primary Ticket||The ticket with this option selected becomes the primary ticket.|
|Move all responses from secondary tickets to primary ticket||Select this option to transfer all responses from secondary tickets to primary ticket|
|Notify secondary ticket owners on staff updates to primary ticket||
When selected, all changes made to primary ticket will be communicated to secondary ticket owners.
|Primary Ticket Response||Enter response for primary/secondary ticket owners when tickets are merged. For example you might want to enter the reason for the merge.|
|Secondary Ticket Response|
|Public and notify user||When selected, internal comments from merged tickets will be made public and the owner(s) of the tickets will receive email notification of the merger.|
If configured, details of the merge will be emailed to primary and secondary ticket owners.