1. To commence, click on the Tickets tab.
2. Then, select the tickets that you wanna merge.
3. Following that, click on "Merge".
4. Then, click on "Continue".
5. Finally, click on "Merge".
6. You have successfully merged two tickets into one.
7. Create a Supademo in seconds
This interactive demo/guided walkthrough on How to Merge Tickets in Freshdesk was created using Supademo.
How to Merge Tickets in Freshdesk: Step-by-Step Guide
Begin by navigating to your dashboard and clicking on the Tickets tab. This section lists all your active and pending tickets, making it the perfect starting point to manage your requests effectively.
Next, browse through the list and identify the tickets that are related or duplicates. Select these tickets by ticking the checkboxes beside each, preparing them to be combined for streamlined handling.
Once your tickets are selected, locate and press the Merge button. This action initiates the process of consolidating the selected tickets into a single, unified record.
After clicking merge, you will see a confirmation prompt. Click the Continue button to confirm that you want to proceed with combining these tickets.
To finalize the merge, simply click on the Merge button once more. This confirms your decision and completes the merging process efficiently.
Congratulations! You’ve successfully combined two tickets into one, simplifying your workflow and making it easier to track related issues in a single place.
Now you’re set to create a new Supademo in just moments—quick, intuitive, and designed to help you showcase your work with ease.
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FAQs
What does merging tickets in Freshdesk mean?
Merging tickets in Freshdesk combines two or more related or duplicate tickets into a single ticket to streamline customer support and avoid redundancy. It consolidates all communications and information into one comprehensive record.
Can I merge more than two tickets at once in Freshdesk?
Yes, Freshdesk allows you to merge multiple tickets at once. Simply select all the related tickets you want to merge (up to the system limit), and initiate the merge process. This helps keep customer issues organized effectively.
Will merging tickets affect ticket IDs in Freshdesk?
No, the primary ticket ID remains after merging tickets. The tickets you merge are combined into the primary one and the others are closed. This ensures consistency in tracking and reference for future use.
Are there any restrictions when merging tickets in Freshdesk?
Tickets must belong to the same Freshdesk account and be accessible by you. Some limitations may apply based on your Freshdesk plan or user permissions, but generally, any open or pending related tickets can be merged.
What happens to customer replies after merging tickets?
All customer replies and agent responses from merged tickets consolidate into the primary ticket’s thread. This centralizes communication and prevents information from being scattered across multiple tickets.
Can I undo a ticket merge in Freshdesk?
Unfortunately, Freshdesk does not support undoing a ticket merge once completed. It’s important to carefully review tickets before merging to avoid accidental consolidation.
Does merging tickets affect SLA and priority settings?
After merging, the SLA and priority of the primary ticket apply. Merged tickets inherit these settings, so it’s good practice to verify them on the main ticket to ensure correct handling.
Can I merge tickets from different customers?
No, Freshdesk typically restricts merging tickets that belong to different customers to avoid confusion. Tickets should be related to the same customer or issue for merging to make sense.
Do merged tickets keep their original attachments?
Yes, all attachments from the merged tickets are retained and appear in the consolidated ticket. This ensures no information or files are lost during the merge.
Who can merge tickets in Freshdesk?
Typically, agents and admins with the necessary permissions can merge tickets in Freshdesk. Your role and permissions set by your Freshdesk admin determine if you have access to the merge feature.