Merging tickets & adding watchers
Collapse duplicate tickets into one thread and keep interested teammates in the loop with watchers.
Customers open duplicates all the time — a reply that starts a new thread, the same issue reported twice. Merging keeps the history in one place, and watchers keep the right people informed.
Merge duplicates
- Open the ticket you want to fold away (the source).
- Click Merge (shortcut
M) in the reading-pane header. - Pick the target ticket from the list of open tickets.
What happens: the source's entire conversation moves onto the target, the source is closed as merged (and labelled so in lists), a note is posted on both tickets, and you land on the target so you can carry on in one place.
Only open, un-merged tickets appear as merge targets, so you can't accidentally merge into something already closed.
Add watchers
Watching a ticket means you get notified when an agent replies, without being the assignee.
- Open the ticket.
- Click Watch in the header — it flips to Watching.
- Click again to stop watching.
Every watcher receives an in-app alert whenever a public reply is sent, so a team lead or subject-matter expert can follow along hands-off.
Tips
- Merge into the ticket with the richest history or the tighter SLA, since that is the one that survives.
- Add a specialist as a watcher instead of reassigning when you want their eyes but not their ownership.
- Merging is a great cleanup habit at the start of a shift — clear the duplicates before you start replying.