- Access the Support Manager.
- View the ticket.
- Click Merge.
The Merge Tickets page appears. - 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.
- Click Save.
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