Zendesk - How to Merge a Ticket

If a client emails in separately than in your current request or if duplicate tickets are created then you can merge a ticket into another. This allows to have one ticket per one request. 

Here are the steps on how to merge a ticket

1. You will go to the ticket that you are wanting to Merge into the other.

2. Click on the mini drop-down button.

3. Select Merge into another ticket.

4. A pop up will appear to enter a ticket number OR your recently viewed tickets will be listed to select. Click merge.

It is important to merge into the correct ticket as you cannot undo it. 

5. Unselect the two boxes that state Requester can see this comment then select the Confirm and Merge button

6. Both tickets will then update to notify there was a merge with the reference ticket number.