Merge Duplicate Tickets

Yes, when you click on the down arrow beside the resolve button you get an option to merge the ticket with the original ticket, you just need to know the request number of the original ticket. 

@farmerje you could also work the tickets together at the same time if you have multiple of the same kind. Here is a link to the guide on how to do that: 

@kromanik Hi there!

There is not a way to merge them before resolving them besides selecting them and working them together as a bulk operation. I attached the guide in the comment above to help you with that. If you would like to suggest that idea into our Idea Exchange, that would be great!

Here is the link: https://community.incidentiq.com/ideas  I would suggest finding any other ideas you agree with and upvote them 😄

Is there a good way to eliminate an email notification to a user when a duplicate ticket is resolved? It would be ideal if the requestor was not notified, as they often think their ticket is completely closed, not realizing it was a duplicate. 

Ideally it would be nice if there was a ‘Merge tickets’ function in the ticket overview when you select multiple tickets and click ‘Other’. I understand you can work multiple tickets together in one package, but specifically we get users that put in a ticket, and then get impatient and submit another one (or three). It would be nice to just select all of those and be able to click ‘merge tickets’ into one.

An issue with the ‘Resolve - duplicate ticket’ is that it does not copy any information from the old ticket, like responses into the new merged ticket, meaning you have to back to the old ticket and copy any comments the user has put in and then paste them into a new comment on the new master ticket. Our old system would do what, which reduced some of the effort required to make sure duplicate tickets were fully up to date.