Merging Tickets in Zoho Desk

Zoho Desk supports merging several tickets at once and lets you pick which one remains open.

See supported platforms Merge duplicates automatically

Merging duplicates in Zoho Desk

Select the tickets in the ticket list

Tick the tickets that belong to the same request. Zoho Desk lets you take several in one action rather than merging in pairs.

Choose Merge and pick the primary

Mark the ticket that stays open. The others become secondary and are closed as part of the merge.

Review the merged thread

Conversations from the secondary tickets are carried into the primary, and each closed ticket references the survivor.

Two things to check first

Check the requester on each ticket first. Merging two different customers into one thread is the mistake worth avoiding.

Tickets already closed usually need reopening before they can be merged.

Frequently asked questions

Can you merge more than two tickets in Zoho Desk?+

Yes. Select them all in the list view and mark one as the primary.

Can a Zoho Desk merge be undone?+

Not in one click. The secondary tickets are closed rather than deleted, so the conversation can be recovered manually.

Also running Zendesk or Freshdesk?

You now know how to merge in Zoho Desk. 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

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