Sometimes the same customer creates two tickets (emails twice, or writes in on both email and SMS). Merging combines them into one thread so nobody sends a duplicate reply.
How to merge
Merge manually
Select the tickets to combine and open Merge.
Choose the primary ticket — the one everything rolls into.
Confirm the customer, then set the merged ticket’s assignee, status, and priority.
After merging, all messages live on the primary ticket in one timeline.
Merge suggestions
Redo surfaces a merge suggestion when it detects likely duplicates (same customer, active tickets)
Select desired ticket(s) to merge.
Confirm the customer, then set the merged ticket’s assignee, status, and priority.
After merging, all messages live on the primary ticket in one timeline.
Auto-merge with Rules
Add the “Merge support ticket” action to a Rule to merge duplicates automatically. You configure:
Merge tickets in these statuses — only peer tickets in the statuses you pick (e.g., Open, In Progress) are eligible to merge in.
Recency window — only peers whose most recent message is within the time window you set (minutes / hours / days) are merged. The rule matches peers by the same customer as the triggering ticket; if a ticket has no identified customer, the action is skipped.
Tips
Pick the primary ticket with the most context (orders, history).
Confirm the customer match before merging manually — it closes the other ticket as a duplicate.
For auto-merge, start conservative (statuses like Open/In Progress + a short recency window) so you only collapse genuine duplicates.
Still watch for merge suggestions to catch duplicates your rules don’t cover.
How this connects to other features
Merge suggestions and the “Merge support ticket” Rule action are the automatic sides of merging — suggestions prompt you, Rules do it hands-free.
Auto-merge keys off customer identity, ticket status, and last-message recency — the same signals used across filters and Views.
After merging, tags/assignee/status/priority resolve into one record, keeping Views and reporting clean.