Quick summary
Merging tickets in Zendesk lets support agents consolidate duplicate or related requests into a single unified ticket, reducing confusion and improving response efficiency. This step-by-step walkthrough shows exactly how to use the Merge Into Another Ticket feature inside the Zendesk Agent interface.
Steps
- Open the ticket you want to merge by selecting it from your ticket queue.
- Navigate to the top-right corner of the message box and click the More Options button.
- Choose Merge Into Another Ticket from the list of available options.
- Enter the ID number of the target ticket and click Merge.
- Click Continue Merge to proceed to the confirmation step.
- Review the merge details, then click Confirm and Merge to finalize.
- The two Zendesk tickets are now merged immediately into one consolidated ticket.
