In this video, we will cover the ability to merge Service Desk tickets.
Instead of managing related tickets separately, it is possible to merge multiple tickets into one, and continue to manage that one ticket.
Tickets can also be unmerged, restoring them to their respective paper-trails.
It is necessary to first select a ticket to retain, then choose which other tickets to merge with that retained ticket. The merged tickets are then automatically archived. The submitters of the archived tickets will be automatically added to the CC list of the retained ticket, and receive an email update that their ticket was merged.
All history related to the merged tickets is retained, and even includes the details of the merge.