When you merge tickets together, the following occurs:

• One of the tickets becomes the primary ticket (you get to choose). The others become secondary and are automatically closed.
• For automatically closed tickets - all fields are disabled and it cannot be modified including the ability to add reply/internal reply.
• The entire conversations (including private replies) from all the secondary tickets are moved into the primary ticket.
• All time sheet entries are moved from all secondary tickets into the primary ticket.
• All attachments from all the secondary tickets are moved into the primary ticket.
• All the secondary tickets are resolved.
• All messages are sorted chronologically.
• A note is added to each of the tickets saying which ticket it was merged with.
• This action CAN NOT be un-done.  If there is a need to un-merge the only option is to manually re-create the ticket or ask the user to re-create the original ticket.

Want to learn how to merge? See this FAQ

Want more information on Cayzu Helpdesk, visit: https://www.cayzu.com