Merging Tickets in osTicket

osTicket supports both merging and linking, and the distinction matters more here than in most helpdesks.

See supported platforms Merge duplicates automatically

Merging duplicates in osTicket

Open the ticket that should survive

In osTicket you work from the parent, pulling the duplicate into it.

Use Merge, or Link if the requests differ

Merge combines the threads into the parent. Link keeps both tickets alive but related, which is right when both need their own resolution.

Check the thread on the parent

Confirm the messages arrived in a readable order before you close the loop with the requester.

Merge or link, decide deliberately

Ticket Merger doesn't integrate with osTicket today.

Frequently asked questions

Should I merge or link in osTicket?+

Merge when one reply serves the whole thing. Link when both tickets need their own owner and their own close.

Also running Zendesk or Freshdesk?

You now know how to merge in osTicket. 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

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