Customers sometimes submit the same issue twice. Here's how to clean up.

Merge (Usually the Right Call)

Merging keeps all conversation history together in one ticket.

  1. Open the ticket you want to keep
  2. Click the More actions menu
  3. Select Merge ticket
  4. Search for the duplicate
  5. Confirm the merge

Messages from the duplicate get appended to the main ticket. The duplicate is marked as merged and closed. You can also bulk merge from the ticket list by selecting multiple tickets.

Delete

Deleting is permanent. No recovery.

  1. Open the ticket
  2. Click the More actions menu
  3. Select Delete ticket
  4. Confirm

Only use delete for spam or test tickets. Requires the delete_tickets permission (Owner, Admin, or Manager).

Preventing Duplicates

Most duplicates happen because customers don't realize replying to the email updates their existing ticket. If you're seeing a lot of duplicates, a quick note in your auto-reply explaining how to follow up on existing tickets can help.