In the Ticket ID field, enter the specific ticket ID, if known. Alternately, you can search for the ticket you need: In the Search field, select the current ticket status of the ticket (open, on-hold, closed, deleted, all). In the with and like fields, narrow your search (any, ticket #, subject, author, body).
In the from the Tickets section, select the ticket or tickets to merge.
In the Comment field, enter a comment to be added and emailed to the authors of the merged ticket.
Select Make Comment Client Viewable to allow the client to see the comment.