Skip to main content
This action is available only as a triggered action in a workflow.

​
Quick Start

1

Set up ticket detection first

Always use the “Find Ticket to merge with” action before this one. It identifies which tickets should be merged together.
2

Create a triggered workflow

Set up your workflow to trigger when new tickets are created, so it can catch duplicates right away.
3

Add basic merge settings

The action will automatically handle the merge, but you can optionally:
  • Move the merged ticket to a specific queue (Autotask only)
  • Set custom statuses for the merged tickets
4

Test with safe tickets

Try it first with test tickets or in a development environment to see how it works with your PSA setup.

​
Configuration options

​
Merge Source

The action automatically processes merge recommendations from the “Find Ticket to merge with” action. No manual configuration needed for basic merging.

​
Queue Management (Autotask)

Move merged ticket to specific queue: Optionally move the merged ticket to a specific queue after merging Copy ticket notes into the parent ticket: On by default. Copies the merged ticket’s notes into the ticket that receives the merge.

​
Status Updates

Update the current (Ticket B) status: Set a specific status for the original ticket being merged (e.g., “Merged - Duplicate”) Update the destination (Ticket A) status: Set a specific status for the ticket receiving the merge Status names must exist in your PSA. Keep the destination ticket status active so work can continue.

​
What you’ll get

The action records:
  • Executions: Confirmation of which tickets were merged and the results
  • Consolidated Ticket: All information from both tickets combined into one

​
Follow-up actions

  • Notify Ticket’s Contact - tell the contact that their tickets are now one ticket.
  • Add Ticket Note - record why the merge happened, for your team.

​
Common use cases

When: Client creates multiple tickets for the same issue Setup:
  1. Trigger on new ticket creation
  2. Find Ticket to merge with - Identify duplicates
  3. Merge Ticket - Consolidate the duplicates Result: Single ticket with all client communications preserved
When: Client replies to old closed tickets Setup:
  1. Trigger on ticket updates
  2. Find Ticket to merge with - Find related active tickets
  3. Merge Ticket - Combine old and new tickets Result: Current ticket includes all historical context
When: Same issue reported via phone, email, and portal Setup:
  1. Trigger on new tickets
  2. Find Ticket to merge with - Identify related issues
  3. Merge Ticket - Consolidate all channels Result: Single ticket with complete communication history

​
PSA-specific behavior

​
ConnectWise

  • Uses ConnectWise’s native merge functionality
  • Preserves all ticket history and relationships
  • Maintains ConnectWise’s audit trail
  • Handles time entries and notes automatically

​
Autotask

  • Manually copies notes, attachments, and details
  • Provides more control over what gets merged
  • Allows queue changes during merge process
  • Maintains Autotask’s activity history
Always test merging behavior in a development environment first. Different PSA systems handle merges differently, and you want to ensure the results match your expectations.