Can't Merge Tickets? - Zoho Desk Knowledgebase

Why can't I find the merge option for tickets?

It is quite common for customers to seek your attention by contacting you through different support channels. It also happens that different people in the account might report the same issue. In these situations, you can merge all the tickets to save time and work more efficiently. Zoho Desk allows you to merge a maximum of 3 tickets at once.

However if you did follow the right steps but still couldn't find the merge option, it is more likely that you're in the All Departments view. Please keep in mind that you can merge tickets only under a specific department and not from the All Departments view.

Here are some tips to help you merge tickets:
  • The ticket that was first created in your help desk is by default considered as the master ticket. You can also modify the master ticket.
  • The master ticket will keep the date and time of its creation besides other read-only or hidden field values.
  • The values for Status, Due Date, Time to Respond, and Created Time fields in the master ticket are retained as the values in the final, merged ticket.
  • All the records including attachments, activities, products, etc., from the other tickets, will be added to the master ticket.
  • Please exercise caution as you cannot undo or revert a ticket merge.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide





                      Still can't find what you're looking for?

                      Write to us:  support@zohoforms.com


                            




                          

                        Zoho Marketing Automation

                          Zoho Sheet Resources

                           




                              Zoho Forms Resources


                                Secure your business
                                communication with Zoho Mail


                                Mail on the move with
                                Zoho Mail mobile application

                                  Stay on top of your schedule
                                  at all times


                                  Carry your calendar with you
                                  Anytime, anywhere




                                        Zoho Sign Resources

                                          Sign, Paperless!

                                          Sign and send business documents on the go!

                                          Get Started Now


                                              Zoho SalesIQ Resources



                                                  Zoho TeamInbox Resources



                                                          Zoho DataPrep Resources



                                                            Zoho DataPrep Demo

                                                            Get a personalized demo or POC

                                                            REGISTER NOW


                                                              Design. Discuss. Deliver.

                                                              Create visually engaging stories with Zoho Show.

                                                              Get Started Now











                                                                                    • Related Articles

                                                                                    • How to merge tickets that happen to be on two different pages?

                                                                                      Right now, two or more tickets can be merged only when they belong to the same department and are on the same page. But, there is a nifty trick that can help you bring tickets together on a single page - the Advanced Search. With the Advanced Search, ...
                                                                                    • Sharing Tickets with other Departments

                                                                                      Collaboration is an essential aspect of customer support. If your support organization have multiple departments then being able to share tickets with them to get your work done is going to be critical to the success of your support operations. Why ...
                                                                                    • How to merge tickets?

                                                                                      It is not uncommon to receive multiple tickets from the same customer, or multiple contacts reporting the same issue from an organization. In these situations, you could just merge those tickets into one instead of dealing with the issue on many ...
                                                                                    • Working with Tickets in the Android App

                                                                                      The Zoho Desk software enables users and agents to efficiently resolve customer issues. Each issue or complaint that an agent receives from customers is called a ticket. The ticket management system automates the resolution process. Now that we are ...
                                                                                    • Working with Tickets in the iOS App

                                                                                      The Zoho Desk software enables users and agents to efficiently resolve customer issues. Each issue or complaint that an agent receives from customers is called a ticket. The ticket management system automates the resolution process. Now that we are ...
                                                                                    Wherever you are is as good as
                                                                                    your workplace

                                                                                      Resources

                                                                                      Videos

                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                      eBooks

                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                      Webinars

                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                      CRM Tips

                                                                                      Make the most of Zoho CRM with these useful tips.



                                                                                        Zoho Show Resources