Merging Tickets
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.
Field/Option | Description |
---|---|
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.