How to Merge Tickets in Freshdesk
How to merge tickets in Freshdesk is easier than in most helpdesks, because Freshdesk merges several at once. You still have to spot the duplicates yourself.
How to merge tickets in Freshdesk, step by step
Unlike Zendesk, Freshdesk lets you merge several tickets in one action and pick which one survives.
Select the tickets from the ticket list
Go to the Tickets tab and tick the checkbox against each ticket you want to combine, then click Merge.
Choose the primary ticket
In the dialog, mark one ticket as Primary. That's the ticket that survives. Remove any ticket from the list with the minus icon, or use the search box to add more by ID, subject or contact.
Add CCs if you need them, then merge
Tick Add secondary recipients to CC if the other reporters should stay in the loop, click Continue, then Merge.
What Freshdesk does with the tickets
The catch
You still have to find the duplicates. Freshdesk will merge ten tickets in one go the moment you tell it which ten, and it has no opinion about which ten those are.
In a queue of two hundred open tickets across several groups, finding the pairs is the work. That's the part automatic merging removes.
Frequently asked questions
How do you merge tickets in Freshdesk?
Select the tickets in the list view, choose Merge, then pick the primary ticket that stays open. The others close and their conversations are copied into the primary in chronological order.
Can you merge more than two tickets in Freshdesk?
Yes. Select as many as you need in the list, mark one as primary, and merge them all in one action.
Can you unmerge a Freshdesk ticket?
Not as a single undo action. See unmerging in Freshdesk for what to do after a wrong merge.
What happens to attachments?
They travel with their conversations onto the primary ticket.
Does the customer get notified?
The secondary reporters are only added to the primary ticket if you tick the CC option during the merge. Decide deliberately: for two people at one company it's usually right, for one person who wrote in twice it's unnecessary.
Is there an automatic merge in Freshdesk?
There's an Auto Ticket Merger app in the Freshdesk marketplace covering some duplicate patterns. For rule-level control across channels and requesters, that's what Ticket Merger does.
Let Freshdesk merge them without you
Ticket Merger picks the primary, merges through the same native action, and writes a note explaining why.
Start free trial14-day free trial. No credit card required.