Merging Tickets in ConnectWise
ConnectWise Manage merges service tickets so an MSP board stops carrying the same request twice. The mechanics are straightforward, the discipline around time entries is not.
Merging duplicates in ConnectWise
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
Frequently asked questions
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.
Start free trial14-day free trial. No credit card required.