Merging tickets allows you to combine sub-tickets with the primary ticket to keep your dashboard organized and neat. So, if you see tickets with similar content or from the same requester, you can use the ticket-merging feature to combine them.
An important rule for ticket merging
Merging tickets is an irreversible process. Consequently, you need to be sure that you want to proceed and merge the selected tickets.
Process of ticket merging
Now, let’s dive deeper into the basics of the ticket merging process. Select a ticket from the ticket list and enter it to start merging tickets. The selected ticket will be treated as the primary ticket during the merge.
![Text ticket list showing four tickets in the All Tickets view. A red arrow points to the three-dot menu icon on the "[AI] Request for Assistance" ticket from John, indicating where to click to access ticket options.](https://res.cloudinary.com/dn1j6dpd7/image/fetch/s--Ccf1ppzx--/f_webp,h_1008,q_auto:best,w_1680/https://storage.googleapis.com/statamic-cms-2b95/text/pe-text-help-center-screenshots/how-to-merge-tickets/how-to-merge-tickets-01-v1.png)
In the “Recent conversations” section, you can see all related tickets that may be subject to merging.
You can only merge tickets that have the same requester. So, if you want to merge tickets from different requesters, edit the requester in one of the tickets, enter the proper requester’s email, and then try to merge them again.
![Text ticket detail view for "[AI] Request for Assistance" with the right panel open showing Recent conversations. Three red arrows highlight other tickets from the same customer: "[AI] Request for Updated Sub…", "[AI] Urgent Request: Immedia…", and "[AI] Request for Assistance".](https://res.cloudinary.com/dn1j6dpd7/image/fetch/s--ikydgmmz--/f_webp,h_1008,q_auto:best,w_1680/https://storage.googleapis.com/statamic-cms-2b95/text/pe-text-help-center-screenshots/how-to-merge-tickets/how-to-merge-tickets-02-v1.png)
Click on the “Merge” button to see the details.
![Text ticket view for "[AI] Request for Assistance" with a dropdown menu open showing four options: Merge ticket, Move to Archive, Move to Spam, and Move to Trash. Two numbered red arrows indicate the steps: clicking the three-dot menu icon (1), then selecting Merge ticket (2).](https://res.cloudinary.com/dn1j6dpd7/image/fetch/s--e11OCTLq--/f_webp,h_1008,q_auto:best,w_1680/https://storage.googleapis.com/statamic-cms-2b95/text/pe-text-help-center-screenshots/how-to-merge-tickets/how-to-merge-tickets-03-v1.png)
In this view, you can see two parts: the primary ticket and sub-tickets.
The primary ticket contains the most important information and customer details you need to move forward. Addressing such a ticket will bring you closer to a successful resolution of the customer case.
The sub-ticket contains subtopics or incomplete information, or is a duplicate of an already sent message. Addressing such a ticket won’t bring the desired positive effect of resolving the customer case.
If you merge selected sub-tickets into the primary ticket, all tags and followers from the sub-tickets will be added to the primary ticket.
Custom fields won't be merged; their values will remain the same as the primary ticket's.
Now, carefully select the sub-ticket you want to link to the primary ticket from the available list.
![Text "Select tickets to merge" dialog showing the primary ticket "[AI] Request for Assistance" and two other open tickets from the same customer available for merging: "[AI] Request for Updated Subscription Pricing" (V87FTU) and "[AI] Urgent Request: Immediate Follow-Up…" (R54JME). Step 1 of 2 indicator shown at the bottom.](https://res.cloudinary.com/dn1j6dpd7/image/fetch/s--iVDqXztg--/f_webp,h_1008,q_auto:best,w_1680/https://storage.googleapis.com/statamic-cms-2b95/text/pe-text-help-center-screenshots/how-to-merge-tickets/how-to-merge-tickets-04-v1.png)
When you’ve finished selecting, click on the “Continue” button to go to the summary view.
The summary helps ensure you have selected the correct tickets to merge.
![Text "Merge tickets" confirmation dialog (step 2 of 2) showing the primary ticket "[AI] Request for Assistance" assigned to customer John, Ticketing Team, with Open status and Low priority. Two sub-tickets to be merged are listed: "[AI] Request for Updated Subscription Pricing" and "[AI] Urgent Request: Immediate Follow-Up Needed", both Open. A warning states that sub-tickets will be closed and replies will go to the primary ticket, and that merging can't be undone.](https://res.cloudinary.com/dn1j6dpd7/image/fetch/s--RcmRNUIC--/f_webp,h_1008,q_auto:best,w_1680/https://storage.googleapis.com/statamic-cms-2b95/text/pe-text-help-center-screenshots/how-to-merge-tickets/how-to-merge-tickets-05-v1.png)
Here you can see the details of the primary tickets that will remain valid after the ticket merging process:
Customer
Team
Teammate
Status
Priority
You can also see the sub-tickets selected in the previous step, which will be merged with the primary ticket.
Take time to review the summary before finalizing the ticket merging process.
Click on the “Merge tickets” button to continue when you’re ready.
![Text "Merge tickets" confirmation dialog (step 2 of 2) with a red arrow pointing to the "Merge tickets" button, indicating the final step to complete the merge of two sub-tickets into the primary ticket "[AI] Request for Assistance".](https://res.cloudinary.com/dn1j6dpd7/image/fetch/s--yYU3g8UF--/f_webp,h_1008,q_auto:best,w_1680/https://storage.googleapis.com/statamic-cms-2b95/text/pe-text-help-center-screenshots/how-to-merge-tickets/how-to-merge-tickets-06-v1.png)
Now you can see all the sub-tickets you’ve already merged listed in the primary ticket.
![Text ticket view for "[AI] Request for Assistance" showing a successful merge. A highlighted activity entry confirms that G Zorawski merged 2 tickets (V87FTU and R54JME) into this one at 4:53 PM. The ticket list now shows only 2 tickets, down from the original 4.](https://res.cloudinary.com/dn1j6dpd7/image/fetch/s--yvwWRwRf--/f_webp,h_1008,q_auto:best,w_1680/https://storage.googleapis.com/statamic-cms-2b95/text/pe-text-help-center-screenshots/how-to-merge-tickets/how-to-merge-tickets-07-v1.png)
Note that after ticket merging, all sub-tickets will be set to “Closed” status.
![Text ticket view for "[AI] Request for Assistance" with the Recent conversations panel open. Two red arrows point to closed status icons next to the merged sub-tickets "[AI] Request for Updated Sub…" and "[AI] Urgent Request: Immedia…", indicating they have been closed as a result of the merge.](https://res.cloudinary.com/dn1j6dpd7/image/fetch/s--Aj7dngrB--/f_webp,h_1008,q_auto:best,w_1680/https://storage.googleapis.com/statamic-cms-2b95/text/pe-text-help-center-screenshots/how-to-merge-tickets/how-to-merge-tickets-08-v1.png)
If you click a sub-ticket, you can still view its contents, but you cannot modify it. With this browse-only option for sub tickets, you can avoid unintentional mistakes and focus on the primary ticket that may need your attention.
![Text ticket view for the merged sub-ticket "[AI] Request for Updated Subscription Pricing" showing it was automatically closed by G Zorawski at 4:53 PM. A read-only notice at the bottom states "This ticket is read-only because it was merged into WR9Y7U."](https://res.cloudinary.com/dn1j6dpd7/image/fetch/s--UyTKlGHn--/f_webp,h_1008,q_auto:best,w_1680/https://storage.googleapis.com/statamic-cms-2b95/text/pe-text-help-center-screenshots/how-to-merge-tickets/how-to-merge-tickets-09-v1.png)
On the main dashboard, you can easily see tickets that have gone through the merging process, and from now on, are primary tickets containing sub-tickets.
![Text ticket list showing 2 tickets after the merge. A hover tooltip on the "[AI] Request for Assistance" ticket (ID: WR9Y7U) displays its details, including a note that it was merged with 2 sub-tickets (V87F…), created about 21 hours ago, with a conversation transcript preview from the AI Support Agent.](https://res.cloudinary.com/dn1j6dpd7/image/fetch/s--O_tVxW-L--/f_webp,h_1008,q_auto:best,w_1680/https://storage.googleapis.com/statamic-cms-2b95/text/pe-text-help-center-screenshots/how-to-merge-tickets/how-to-merge-tickets-10-v1.png)
Which tickets can be merged?
Generally, you can only merge the primary ticket with other tickets that haven’t been merged before. Additionally, tickets can only be merged if they are from the same requester.
Which tickets can’t be merged?
There are certain types of tickets that can’t be merged:
Tickets with Spam, Solved, or Closed statuses
Tickets from the Archive
Already merged tickets
Frequently asked questions
No, tickets can only be merged if they share the same requester. If you need to merge tickets from different requesters, you'll first need to edit the requester field in one of the tickets, enter the correct requester's email address, and then attempt the merge again.
Once merged, sub-tickets are automatically set to "Closed" status and become read-only. You can still view their contents, but you cannot modify them. All tags and followers from the sub-tickets are added to the primary ticket. Note that custom field values are not carried over - the primary ticket's custom field values remain unchanged.
No, ticket merging is irreversible. Once you confirm the merge, it cannot be undone. That's why Text.com includes a summary review step (step 2 of 2) before finalizing, where you can verify the primary ticket details and the selected sub-tickets before clicking "Merge tickets." It's important to review this carefully before proceeding.
What's next?
Now that your tickets are merged and the dashboard is tidier, you can take further steps to keep your inbox organized and your team working efficiently.
Organize your inbox with custom views. After merging, group similar tickets together using filters like requester, status, or tag to quickly surface the conversations that need attention. Learn how to create and manage ticket views.
Use tags to categorize merged tickets. Tags from sub-tickets are automatically carried over to the primary ticket during a merge, so they are ready to use right away. See how ticket tags and notes work.
Update multiple tickets at once with bulk actions. When you need to reassign a team, set priority, or apply other changes across several tickets simultaneously, bulk actions let you do that in a few clicks without opening each ticket individually. Explore bulk actions.