How to Merge Tickets in Zendesk

Updated on:

April 6, 2026

By:

Madhav Bhandari

Use this interactive demo to learn how to merge tickets in Zendesk.

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It is very easy to merge two tickets in Zendesk. Here’s a quick guide on how to do it:

Select and open the specific ticket you want to merge.
Navigate to the top-right corner of the message box and then click the 'More Options' button afterwards.
Choose 'Merge Into Another Ticket' from the list of available options.
Following that, enter the ID number of the other ticket and then click 'Merge'.
Tap 'Continue Merge'.
Review the details of your request. Once done, click 'Confirm and Merge' to proceed.
After completing these steps, the two Zendesk tickets will be merged immediately into one.

📌 Why this matters

Merging tickets prevents you from juggling multiple conversations about the same issue, giving you a complete view of the customer's problem and your team's response history. This becomes especially valuable when customers submit follow-ups through different channels or when internal teams create separate tickets for related issues.

The merged ticket maintains all correspondence chronologically, so you can spot patterns in recurring problems and avoid repeating troubleshooting steps that didn't work, ultimately leading to faster resolutions and better customer experiences.

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