Merging Tickets in Spiceworks

Spiceworks supports merging tickets in its help desk, which matters because internal IT queues collect repeats faster than customer-facing ones.

See supported platforms Merge duplicates automatically

Merging duplicates in Spiceworks

Open the ticket list and find the pair

Internal duplicates are usually the same person raising a ticket after emailing the IT alias, minutes apart.

Merge into the surviving ticket

Select the tickets and use the merge action, keeping the ticket that already has the technician assigned.

Tell the requester once

A short note that both reports are now tracked in one ticket stops the third one arriving.

One note for internal IT queues

Ticket Merger does not integrate with Spiceworks today. For Freshservice and Zendesk-based internal IT queues it does.

Frequently asked questions

Why do internal IT queues get so many duplicates?+

Because an outage produces many reporters in minutes. Merge same-requester repeats and use an incident or parent ticket for the crowd.

Also running Zendesk or Freshdesk?

You now know how to merge in Spiceworks. 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.

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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.

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