In this section (17)
- Working with tickets
- Merge tickets
- Create a follow-up for a closed ticket
- Redact content from a ticket
- Ticket fields and forms
- Create a ticket for a customer
- Reply to a customer or add an internal note
- Ticket statuses
- Assign a ticket to an agent or group
- Add CCs and followers
- Set priority, type and tags
- Update many tickets at once
- Delete and restore tickets
- Hand work to another team with a child ticket
- Track time spent on tickets
- Manage customers and organizations
- Ask for an approval on a ticket
Merge tickets
Combine duplicate requests into one ticket so your team answers once.
When a customer writes twice about the same thing, merge the tickets.
Merge one ticket
- Open the ticket you want to close.
- Open Ticket options (the menu at the top of the ticket) and choose Merge into another ticket.
- Pick the ticket to keep. ChaosDesk suggests the requester’s other open tickets, or you can search by number or subject.
- Review the two comments: one is added to the ticket that closes, one to the ticket that stays open. Untick Requester can see this comment to make a comment internal.
- Choose Confirm and merge.
The merged ticket is closed, with a comment pointing to the other ticket. Merging cannot be undone.
Merge several tickets
- In a view, select the tickets.
- Choose Merge in the bulk actions.
- Pick the ticket to keep from Selected tickets, or search for another one.
- Edit the comments and confirm.
Merge automatically
Admins can set up auto-merge rules for common duplicates. See Merge duplicate tickets automatically.
Related
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