How to Merge Tickets in Autotask
How to merge tickets in Autotask matters more in a PSA, because a duplicate ticket shows up in client-facing reporting and it can carry billable time.
How to merge tickets in Autotask, step by step
Identify which ticket carries the work
Time entries and notes usually decide which ticket survives, not which was raised first.
Merge from the ticket actions
Choose the merge action on the ticket you intend to close and select the surviving ticket.
Verify billing afterwards
Confirm time entries landed on the right contract and the client-facing ticket count is what you expect.
What MSPs should watch
Frequently asked questions
How do you see merged tickets afterwards?
Autotask how to see merged tickets: the closed ticket keeps its record with a reference to the survivor, so search by the original number rather than expecting it to disappear.
How do you merge tickets in Autotask?
Open the ticket you want to keep and use the merge action, then select the duplicate. Time entries and notes move to the surviving ticket, which is exactly what to check before you close the month.
Why do MSPs care about duplicate tickets more than most?
Because ticket counts appear in client reporting and QBRs. A duplicate rate of 12% makes your team look 12% less efficient than it is.
Also running Zendesk or Freshdesk?
You now know how to merge in Autotask. The harder half is spotting which two tickets to merge, and on Zendesk and Freshdesk, with Freshservice and HubSpot coming soon, Ticket Merger does that part for you.
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