The agent gets this tool when you set the Tickets permission group of your PSA to Read / Write and turn on Merge, on the agent’s Tools & Settings tab under PSA. Merge is on the Tickets group for ConnectWise, Autotask, Halo and ServiceNow. On ServiceNow, a merge marks the incident as a duplicate of the other. The tool list has no separate toggle for it. If the Tickets group requires technician approval, the agent asks before it merges.
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 was already merged into the source ticket, the two tickets are already combined and Neo makes no change. If the target’s merges form a loop, Neo does not merge into any ticket in that loop. The agent tries one other open duplicate of the source; if there is none, it leaves an internal note on the source with the merge chain, so a technician can find the right ticket. The source ticket’s status and queue stay as they were. ConnectWise only merges tickets of the same company. If the two tickets belong to different companies there, Neo makes no change and names both companies in the run. To merge them, move one ticket to the other’s company in your PSA first.Which PSAs
- ConnectWise: the PSA’s own merge, which also closes the source ticket.
- Halo: the PSA’s own merge. After the merge, Neo reads the source ticket again. If Halo accepted the merge but the source ticket is not merged, the agent is told the merge failed, so it never reports it as done.
- 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.