> ## Documentation Index
> Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Merging tickets

> Combine duplicate tickets from the same customer so your team works on one.

Merge one or more of a customer's duplicate tickets into the ticket you keep. Each merged ticket closes and links to it, and you can still read its messages there. Both timelines record the merge. A merge cannot be undone.

***

## Merging a ticket

**1. Open the merge picker**

In the right-hand panel, click the merge icon in the **Customer History** header.

**2. Pick the other ticket**

The list shows the customer's 20 most recently active tickets. Search by ticket number or message text to find others.

**3. Choose which ticket to keep**

By default, the ticket you have open is merged into the one you pick. Click **Swap** to keep the open ticket instead.

**4. Click Merge**

![Ticket details panel with the merge icon in the Customer History header and its tooltip showing](https://mintcdn.com/chatbase/ye_joD2l7PTslSvm/user-guides/images/help-desk/merging/merge-icon.png?fit=max\&auto=format\&n=ye_joD2l7PTslSvm\&q=85\&s=cdede1562005ad186c26de42f2990961)

***

## Merging more than one ticket

Turn on **Select multiple** in the merge picker to merge up to 10 tickets into the one you have open. If one of them can't be merged, the rest still merge.

![Merge picker with Select multiple turned on and three of the customer's tickets ticked to merge into the open ticket](https://mintcdn.com/chatbase/l7bz8YqDdhVlUgi7/user-guides/images/help-desk/merging/select-multiple.png?fit=max\&auto=format\&n=l7bz8YqDdhVlUgi7\&q=85\&s=bb448d37431eb8504fdfad13bc7a56ee)

***

## Reading a merged ticket's messages

On the ticket you kept, **Show messages** on a merge opens the merged ticket's replies and notes below it. A merged ticket with merges of its own opens those the same way.

![Ticket timeline with a merge entry expanded, showing the merged ticket's earlier customer messages below it](https://mintcdn.com/chatbase/l7bz8YqDdhVlUgi7/user-guides/images/help-desk/merging/merged-messages.png?fit=max\&auto=format\&n=l7bz8YqDdhVlUgi7\&q=85\&s=ecef9be9ba30a74fb4a65611bc7a45cb)

[AI Draft Replies](https://chatbase.co/docs/user-guides/chatbot/help-desk/ai-draft-replies.md) on the ticket you kept also read the merged tickets' replies.

***

## Which tickets can be merged

Both tickets must belong to the same customer, and the ticket you keep must be open. A ticket that was already merged cannot be merged again, and nothing can be merged into it.

| Channel | Same customer means |
| - | - |
| Email, Chat Bubble, and tickets agents create in the Helpdesk | Same email address. Tickets from these channels can be merged with each other. |
| WhatsApp, Messenger, Instagram | Same contact on the same channel |

On WhatsApp, Messenger, and Instagram, keep the ticket for the customer's current conversation and merge older tickets into it.

> [!NOTE]
>
> Chat Bubble visitors type their own email address, so two tickets with the same unverified address may come from different people. Check both tickets before merging.

***

## What happens to the merged ticket

It moves to your default closed status, or keeps its status if it was already closed. After that it can only move between closed statuses, and bulk reopening skips it.

Agents can add notes to it but cannot reply.

When the customer replies to the merged ticket's email thread, the reply goes to the ticket you kept, with a note showing which ticket it was sent to. If that ticket is later merged too, replies go to the newest ticket.

![A customer email reply on the kept ticket, labelled as sent to merged ticket #237](https://mintcdn.com/chatbase/ye_joD2l7PTslSvm/user-guides/images/help-desk/merging/rerouted-reply.png?fit=max\&auto=format\&n=ye_joD2l7PTslSvm\&q=85\&s=8ab6362cc403c3852901b158251cf0f5)

The merged ticket no longer appears in the customer's ticket list in the Chat Bubble.

Merging does not run triggers or send a [satisfaction survey](https://chatbase.co/docs/user-guides/chatbot/help-desk/satisfaction-surveys.md), and triggers do not run on a merged ticket afterwards.

In the [API](https://chatbase.co/docs/api-reference/v2/helpdesk.md), replying to a merged ticket or moving it to an open status returns a `TICKET_MERGED` error.

Merging requires the **Edit tickets** permission.


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