Merging Tickets in Autotask

In a PSA, a duplicate ticket isn't just noise. It shows up in client-facing reporting and it can carry billable time.

See supported platforms Merge duplicates automatically

Merging duplicates in Autotask

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

Ticket Merger does not integrate with Autotask today.

Frequently asked questions

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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Keep reading

How to Merge Tickets in Any Helpdesk

The real steps to merge duplicate tickets in Zendesk, Freshdesk, HubSpot, Zoho Desk, ConnectWise, Help Scout, ServiceNow, Jira and more, with the limits of each.

Merge Duplicate Tickets Without the Manual Hunt

Merging duplicate tickets by hand means noticing them first. Ticket Merger finds the pairs and merges them for you in Zendesk and Freshdesk, with Freshservice and HubSpot coming soon.

Duplicate Ticket Detection for Support Teams

Duplicate tickets inflate your volume, split your replies and hide SLA breaches. Here's how automatic duplicate ticket detection finds them the moment they arrive.