Sometimes, customers, in an effort to get the company’s attention, raise multiple tickets about the same issue. Of course, this can also be different people from the same company reporting the same issue. Sometimes, they’re all raised through the same channel. Sometimes, they’re not. Instead of agents redundantly replying to each ticket, these tickets can be merged into a single ticket to make things easier for the agent.
When you merge two or more tickets, one of them becomes the primary ticket with which the other tickets are merged. The primary ticket remains open and only the email of the primary ticket requester will get replies from the agent. The tickets merged into the primary ticket will be marked as ‘Closed’. It’s good practice to add a note explaining the reason you chose to merge the tickets for the benefit of the customer and other agents looking at the ticket.