osTicket Merge Tickets, and When to Link Instead
osTicket merge tickets and link tickets both exist, and the distinction matters more here than in most helpdesks.
osTicket merge tickets, step by step
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
Frequently asked questions
How do you merge tickets in osTicket?
Select the tickets in the queue, choose Merge, and pick the parent. The children close and their threads attach to the parent, which is why linking is better when both still need their own answer.
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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