How to Merge Tickets in Freshservice
How to merge tickets in Freshservice has the same shape as Freshdesk: select, choose the primary, merge. The difference is how often you need it.
How to merge tickets in Freshservice, step by step
Select the tickets
From the ticket list, tick every ticket that belongs to the same request, then choose Merge.
Pick the primary
Mark the ticket that survives. The others become secondary and will be closed.
Confirm
Conversations move onto the primary in chronological order and each secondary gets a note linking to it.
Merge or associate?
Freshservice gives you incident and problem records precisely because "forty people, one outage" needs a different treatment from "one person asked twice".
A good rule: if one reply resolves it for everyone involved, merge. If each requester needs their own update and their own resolution record, associate them with the incident instead.
Frequently asked questions
How do you merge tickets in Freshservice?
Select the duplicate tickets in the ticket list, choose Merge, and pick the primary that stays open. The secondaries close and their conversations are copied into the primary.
Does Ticket Merger support Freshservice yet?
Not yet. Ticket Merger connects to Zendesk and Freshdesk today, and Freshservice is next on the roadmap. Tell us you want it and we will let you know the moment it is ready, since we prioritise by how many people ask.
Can I review merges before they happen?
No. Once a pair matches your rules, Ticket Merger merges it. What you control is what qualifies: requester, the subject keywords you list, the time window, and the groups, forms or tags you exclude. To see how it behaves before it touches everything, point it at one group first and widen from there. Every merge leaves a note on the thread saying what was merged and why.
What stops it merging two tickets that are not the same?
Rules you set. Match on requester, subject keywords, status, priority, category or group, and a time window, and exclude anything you want left alone, like tickets from a specific form, group or tag. Anything that does not clear those rules is left alone.
How long does setup take?
About five minutes to connect, and the first scan of your open queue runs immediately after. Onboarding help is included on every plan.
Not on Freshservice yet
Ticket Merger merges duplicates automatically on Zendesk and Freshdesk, and Freshservice is in build. Ask us for it and you will be first to know.
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