{"id":18188,"date":"2023-04-29T12:45:10","date_gmt":"2023-04-29T12:45:10","guid":{"rendered":"https:\/\/vigneshkarthik.website\/helpdesk\/docs\/desk365-agent-guide\/working-with-the-tickets-list-page\/merge-duplicate-tickets\/"},"modified":"2026-03-16T11:45:51","modified_gmt":"2026-03-16T11:45:51","slug":"merge-duplicate-tickets","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/merge-duplicate-tickets\/","title":{"rendered":"Merge duplicate tickets"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"18188\" class=\"elementor elementor-18188\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9af2372 e-flex e-con-boxed e-con e-parent\" data-id=\"9af2372\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-390000c elementor-widget elementor-widget-template\" data-id=\"390000c\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37b658f elementor-widget elementor-widget-text-editor\" data-id=\"37b658f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Sometimes, a customer might reach out to you through multiple support channels to report the same issue. Alternatively, the same ticket might be created by different people working in the same organization.<\/p><p>In both cases, a lot of tickets are created, resulting in a waste of precious time for you. By using <a href=\"https:\/\/www.desk365.io\/\">Desk365<\/a>, you have the option to merge all these similar tickets into a single trackable ticket, thereby eliminating duplicate tickets.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed21f7d elementor-widget elementor-widget-heading\" data-id=\"ed21f7d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to merge tickets in Desk365?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aeb1954 elementor-widget elementor-widget-text-editor\" data-id=\"aeb1954\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Merging tickets in Desk365 is quite easy and can be done in three simple steps as demonstrated below.\u00a0<\/p><p>1. Navigate to Tickets &gt; All Tickets (i.e., Tickets List page) in the Agent Portal.\u00a0\u00a0<\/p><p>2. Select the tickets that need to be merged.<\/p><p>For example, in this case, there are two tickets with the same issue submitted by the same contact.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-de9b1d0 elementor-widget elementor-widget-image\" data-id=\"de9b1d0\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"483\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-laptop-request-1024x483.webp\" class=\"attachment-large size-large wp-image-31802\" alt=\"ticket-laptop-request\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-laptop-request-1024x483.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-laptop-request-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-laptop-request-768x362.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-laptop-request-1536x725.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-laptop-request.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-48959ec elementor-widget elementor-widget-image\" data-id=\"48959ec\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"482\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/request-for-a-new-laptop-ticket-1024x482.webp\" class=\"attachment-large size-large wp-image-31801\" alt=\"request-for-a-new-laptop-ticket\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/request-for-a-new-laptop-ticket-1024x482.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/request-for-a-new-laptop-ticket-300x141.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/request-for-a-new-laptop-ticket-768x361.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/request-for-a-new-laptop-ticket-1536x722.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/request-for-a-new-laptop-ticket.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1cd5c97 elementor-widget elementor-widget-text-editor\" data-id=\"1cd5c97\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Now, select the tickets and click on merge as shown below.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-904fae9 elementor-widget elementor-widget-image\" data-id=\"904fae9\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"204\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merge-tickets-desk365-1024x204.webp\" class=\"attachment-large size-large wp-image-31803\" alt=\"merge-tickets-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merge-tickets-desk365-1024x204.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merge-tickets-desk365-300x60.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merge-tickets-desk365-768x153.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merge-tickets-desk365.webp 1190w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-03d63b6 elementor-widget elementor-widget-text-editor\" data-id=\"03d63b6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>3. Choose the ticket that you would like to have as the primary ticket and then click on merge.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ccf662d elementor-widget elementor-widget-image\" data-id=\"ccf662d\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"671\" height=\"901\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merging-tickets-in-desk365.webp\" class=\"attachment-large size-large wp-image-31804\" alt=\"merging-tickets-in-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merging-tickets-in-desk365.webp 671w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merging-tickets-in-desk365-223x300.webp 223w\" sizes=\"(max-width: 671px) 100vw, 671px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c1cac1 elementor-widget elementor-widget-text-editor\" data-id=\"6c1cac1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Now, the two tickets are merged, with the secondary tickets being closed.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d0b167 elementor-widget elementor-widget-image\" data-id=\"0d0b167\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"145\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merged-secondary-ticket-closed-1024x145.webp\" class=\"attachment-large size-large wp-image-31805\" alt=\"merged-secondary-ticket-closed\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merged-secondary-ticket-closed-1024x145.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merged-secondary-ticket-closed-300x42.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merged-secondary-ticket-closed-768x109.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/merged-secondary-ticket-closed.webp 1222w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-48def69 elementor-widget elementor-widget-text-editor\" data-id=\"48def69\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The duplicate ticket is merged with the primary ticket and will appear as shown. The details of the duplicate ticket will be added as a private note to the primary ticket, and the contacts will be added as CC to the primary ticket.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8766d6e elementor-widget elementor-widget-image\" data-id=\"8766d6e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/viewing-merged-ticket-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-31807\" alt=\"viewing-merged-ticket-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/viewing-merged-ticket-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/viewing-merged-ticket-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/viewing-merged-ticket-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/viewing-merged-ticket-desk365-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/viewing-merged-ticket-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f7088c1 elementor-widget elementor-widget-text-editor\" data-id=\"f7088c1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The duplicate tickets get closed, leaving a private note for the agents, as shown here.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6d8314a elementor-widget elementor-widget-image\" data-id=\"6d8314a\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-merged-and-closed-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-31806\" alt=\"ticket-merged-and-closed-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-merged-and-closed-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-merged-and-closed-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-merged-and-closed-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-merged-and-closed-desk365-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/04\/ticket-merged-and-closed-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c40e910 elementor-widget elementor-widget-text-editor\" data-id=\"c40e910\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Merging tickets is a straightforward process with Desk365, ensuring a convenience for agents and reducing potential confusion among them. This feature streamlines operations, allowing agents to efficiently handle customer issues and reduce redundancy.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":13,"featured_media":0,"parent":17830,"menu_order":4,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-18188","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18188","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=18188"}],"version-history":[{"count":32,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18188\/revisions"}],"predecessor-version":[{"id":35848,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18188\/revisions\/35848"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17830"}],"next":[{"title":"Export tickets from Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/export-tickets\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18192"}],"prev":[{"title":"Create custom views for tickets","link":"https:\/\/help.desk365.io\/en\/articles\/create-custom-ticket-views\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18183"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=18188"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=18188"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}