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Merge duplicate tickets

Admin merges two duplicate tickets into one, combining conversations, activities, and files.

When this happens: Admin selects two tickets and clicks Merge.

Step by step

  1. 1

    Select two tickets from the ticket list (checkboxes) or opens a ticket and clicks Merge with….

    Prompts Admin to designate the Primary (surviving) ticket and the Secondary (to be merged) ticket. EasyCRM shows merge preview: primary ticket details, secondary ticket details, and a summary of what will be merged (N comments, N activities, N files).

  2. 2

    Review the preview. Clicks Merge.

    Confirmation: Merging will move all comments, activities, and files from [TKT-Secondary] into [TKT-Primary]. The secondary ticket will be closed as Duplicate. Continue?.

  3. 3

    Click Confirm.

    Within a single transaction: a. Moves all comments from secondary — primary (prefixed with [Merged from TKT-XXX]). B. Re-links all activities from secondary — primary. C. Moves all files from secondary — primary. D. EasyCRM closes the secondary ticket: Status = Closed, Close Reason = Duplicate — merged into [Primary TKT#] Primary ticket's status, priority, and assignment are unchanged. Secondary ticket detail page shows a banner: This ticket was merged into [Primary TKT#] with a link. With primary and secondary IDs. Toast: Tickets merged successfully.

Other paths

Merge from ticket detail

On a ticket detail page, clicks Merge with… — search/select another ticket. Current ticket is pre-selected as primary. Selected ticket is secondary. Flow continues from step 3.

If something goes wrong

Same ticket selected

Admin selects the same ticket twice. EasyCRM shows: Please select two different tickets to merge

Unauthorized

You are not an Admin. Merge options are not visible. API — a permission error.

Secondary ticket already merged

Secondary ticket was already merged (has a merged into banner). EasyCRM shows: This ticket has already been merged. Please select a different ticket

Good to know

  • Only Admin can merge tickets.
  • Merged comments preserve original timestamps and author attribution.
  • Primary ticket's status, priority, and assignment are unchanged by the merge.
  • Secondary ticket is closed with reason "Duplicate" and a link to the primary.