Hi,

We would like to request a feature enhancement for Zoho Desk's ticket merging process regarding Jira ticket retention.

Current Behavior:

When merging two tickets (manually via the interface or through the API), we can select the "master" ticket into which the secondary ticket(s) will be merged.

• If both tickets have an associated Jira ticket, the master ticket retains its Jira link (which makes sense, as a Desk ticket can only have one Jira link).
• However, if only the secondary ticket (the one being merged) has a Jira ticket linked, this Jira ticket is lost after merging even if the master ticket does not already have a Jira ticket assigned.

Feature Request:

We would like to retain the Jira ticket from the secondary ticket if the master ticket does not have one. Since the jira ticket is currently not carried over to the merged ticket, but having an option to keep it would improve workflow consistency.

This functionality should be available both in the manual merge process and via the API.

Thank you for considering this request.
Best regards,
Ram