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Before it merges, Neo checks both tickets: a ticket that is already merged is not merged again, and a target that was itself merged is followed to the ticket it went into.

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What It Does

When enabled, the agent can merge one ticket into another. If the source ticket is already merged, Neo reports that and makes no change. If the target’s merges form a loop, Neo stops.

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Which PSAs

  • ConnectWise and Halo: the PSA’s own merge.
  • ServiceNow: the source incident gets the target as its parent and is closed as a duplicate.
  • Autotask: Autotask has no merge. Neo adds the source contact to the target ticket, adds a note to both tickets, and closes the source ticket. It also copies the source description and notes to the target, unless the agent turns note copying off for that merge.
Syncro is not supported.

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How to Use

Enable a ticket search tool as well, such as Find Tickets by Content, so the agent can find the duplicate.

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Example Instructions