This action combines two related tickets into one, helping you consolidate duplicate issues or related communications. When you have multiple tickets for the same problem, this action transfers all the important details from one ticket into another, keeping your PSA system organized and preventing duplicate work.
Instead of having technicians juggle multiple tickets for the same issue, merge ticket automatically consolidates everything into one place. This means less confusion, no duplicate work, and a cleaner ticket history for both your team and customers. It’s especially helpful when customers accidentally create multiple tickets or reply to old tickets.
This action is available only as a triggered action in a workflow.

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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
  • Choose whether to close the destination ticket
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.

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Best practices

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Start Simple

Begin with the default settings and let the action handle the merge automatically. You can add custom status updates and queue moves later once you’re comfortable with how it works.

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Use Follow-up Actions

Consider adding these actions after merging:
  • Notify Ticket’s Contact - Let the customer know their tickets have been consolidated
  • Add Ticket Note - Document why the merge happened for your team

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Set Clear Statuses

If you choose to update ticket statuses after merging:
  • Use descriptive statuses like “Merged - Duplicate” for the original ticket
  • Keep the destination ticket status active so work can continue
  • Make sure your chosen status names exist in your PSA

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ConnectWise vs Autotask

  • ConnectWise uses native merge functionality, so the process is cleaner
  • Autotask copies notes and details manually, which gives you more control but takes a few extra steps

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Monitor Your Results

Check the Event History regularly to see how merges are working. This helps you spot any issues and fine-tune your workflow settings.

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Configuration options

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Merge Source

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

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Queue Management (Autotask)

Move to Queue: Optionally move the merged ticket to a specific queue after merging

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Status Updates

Update Source Status: Set a specific status for the original ticket being merged (e.g., “Merged - Duplicate”) Update Destination Status: Set a specific status for the ticket receiving the merge Close Destination: Choose whether to close the destination ticket after merging

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What you’ll get

After the action runs, you’ll see:
  • Event History: Confirmation of which tickets were merged and the results
  • Consolidated Ticket: All information from both tickets combined into one
  • Clean PSA: Reduced ticket clutter with proper merge documentation

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Common use cases

When: Customer 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 customer communications preserved
When: Customer 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

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Example workflows

  1. Trigger: New ticket created
  2. Find Ticket to merge with - Check for existing similar tickets
  3. Merge Ticket - Consolidate if duplicates found
  4. Add Ticket Note - Document the merge for team reference
  5. Result: Automatic duplicate prevention with documentation
  1. Trigger: Customer reply to any ticket
  2. Find Ticket to merge with - Look for active related tickets
  3. Merge Ticket - Consolidate communications
  4. Notify Ticket’s Contact - Inform customer of consolidation
  5. Result: Clean communication flow with customer notification

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PSA-specific behavior

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ConnectWise

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

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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.