Tickets should be merged when the same customer submits duplicate requests through different channels or at different times about the same issue. Merging prevents agents from working the same problem twice and ensures the customer receives one cohesive response.
When tickets are merged in Zoho Desk, one ticket is designated as the primary. All conversation history from the secondary tickets is imported into the primary ticket. Secondary tickets are closed automatically. The customer receives a notification that their tickets have been merged.
Merging permanently combines tickets into one, collapsing duplicate records. Linking keeps tickets separate but associates them with a relationship type. Use merging for true duplicates; use linking for related but distinct issues.
Merging tickets in Zoho Desk combines duplicate tickets from the same customer into one record. The primary ticket retains all conversation history, and the secondary tickets are closed, preventing agents from working the same issue twice.
Merging permanently combines duplicate tickets into one. Linking associates separate tickets through a relationship type without merging them. Use merging for true duplicates and linking for related but distinct issues.
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