This is to inform you about a significant update to the  Merge Tickets functionality in Zoho Desk. 

Until now, while merging tickets, a user could set one ticket as the master ticket and choose the final value for any field from any of the secondary tickets too. As a result of this provision, many a time, crucial details related to the master ticket faced the risk of being excluded in the final, merged ticket. To overcome this challenge, we have decided to make the value of some critical fields unchangeable, i.e., the values of these fields will always be retained from the master ticket and cannot be selected from the secondary tickets. 

Going forward, the option to choose a value from secondary tickets will not be available for the  Status ,  Due Date ,  Time to Respond , and  Created Time fields. The values in these fields in the master ticket will be retained as the values in the final, merged ticket. 

This change comes into effect immediately. Therefore, we request you to keep it in mind while merging tickets, so as to ensure that you choose the right ticket as the master ticket. 

Thank you.