How to Merge Tickets in ConnectWise

How to merge tickets in ConnectWise Manage is straightforward mechanically. The discipline around time entries is the part that catches MSPs out.

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How to merge tickets in ConnectWise, step by step

Find both tickets on the service board

Search the board for the request. Note which ticket carries the time entries you need to keep, because that usually decides which one survives.

Use the merge action on the ticket

Open the ticket you intend to close and choose the merge option from the ticket actions, then select the ticket you are merging into.

Check the time entries and notes afterwards

Confirm that billable time landed where you expect. In an MSP, a merge that moves time entries to the wrong agreement is a billing problem, not a tidiness problem.

Before you make this routine

Merged tickets are closed rather than deleted, so the history stays available.

Reversing a merge is not a single action, so verify the pair before you confirm.

Check how the merge interacts with your agreements and SLA clocks before you make it a routine.

FAQ

Frequently asked questions

How do you merge tickets in ConnectWise?

From the service board, select the duplicate tickets and use the merge action to fold them into the surviving ticket. Notes and documents follow. Check that time entries landed where you expect before closing anything.

Can you unmerge a ticket in ConnectWise?

Not with one action. The closed ticket keeps its record, so recovery means recreating the request rather than reversing the merge.

Does merging move time entries?

Check this in your own instance before making it routine. In an MSP the billing consequence matters more than the tidiness.

Also running Zendesk or Freshdesk?

You now know how to merge in ConnectWise. 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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