When to merge a ticket?

The aim of tickets is to avoid duplicate entries. When an end-user submits a claim twice for the same incident, two tickets can be merged.

Here’s a scenario: John sends an e-mail to technical support for his laptop problem. He calls the help desk to confirm the record of the incident and the help desk creates another ticket for the same problem. The duplicate tickets fall under these conditions,

Same End-user

Same Incident

Duplicate entry

When the above situation occurs, the tickets can be joined to the rest of the others. The conversation is continued through the first ticket.

What not to merge?

In the same scenario, if multiple requesters report the same problem, do not merge them. If too many tickets merged, then only one requester will receive emails because the records are linked to only one parent request. These multiple incidents can be analyzed and modified to Problem Management, if necessary.