Can tickets be merged?

Mojo Helpdesk allows agents to merge duplicate or related tickets into a single thread. When tickets are merged, all but one are closed. The remaining ticket (destination ticket) becomes the main thread that carries the conversation forward.

Why merge a ticket?

Merging helps keep your helpdesk organized by reducing clutter, avoiding duplicate work, and making it easier to track updates in one place. Common reasons to merge tickets include:

• A customer submits the same issue multiple times by mistake
• A follow-up message is sent in a new ticket instead of replying to the original
• An agent opens a new ticket for an issue that’s already being handled

How to merge two tickets

1. Open the ticket designated for closure and merging
2. Navigate to the ellipsis icon located in the upper right-hand corner
3. Select Merge & close. This action will display a selection of relevant tickets
4. Select the intended destination ticket

The destination ticket will remain open, and the other ticket will be closed and linked to the destination ticket.

Note: Merging and closing is final and cannot be reversed.

How to merge multiple (>2) tickets

1. Proceed to the ticket list containing the tickets scheduled for closure and merging
2. Select the tickets to be closed and merged
3. Choose select action
4. Select merge option. This will display a selection of relevant tickets
5. Select the destination ticket
6. Add a comment as needed
7. Select confirm and merge

The destination ticket will remain open, and the other tickets will be closed and linked to the destination ticket.

Note: Merging and closing is final and cannot be reversed.