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How can I merge tickets in Jira Service desk?

How can I merge tickets in Jira Service Desk?

33 answers

I think we need a merge feature.

I have some devices that throw alerts in the middle of the night sometimes. I might get a set of HTTP, HTTPS, login page missing, latency, etc., when a server goes down or I lose the network. The one incident might generate 10 or more emails and 10 or more tickets. Since the root cause is the same, I'd like to be able to merge all these tickets into one issue.

So, how would you handle this barrage of tickets on the same issue?

Freshdesk offers this feature, by the way.

Thanks.

Like # people like this

We need merge functionality as well. Sometimes, a person working with a client is forwarded an email from a ticket by the client, and they respond to the email. Service Desk creates a new ticket for them because they were not added as a request participant initially.

Yes, we can link the tickets, but then you lose the ability to see all discussions in a single ticket. I would rather "merge" the tickets, so that their emails get included into the stream. 

With regards to Service Desk, I would see merging do the following things:

1) Make the merged ticket id an alias for the original ticket, the same way that moving a ticket does.

2) Add all comments from the merged ticket into the original ticket.

3) Add Reporter on merged ticket to list of Request Participants so that any further responses from the person do not create new tickets.

 

This happens all the time when our customers CC: their own service desk on a request to us, and someone from their support team responds.

This is exactly the same situation I encounter all the time. I am required to manually copy and paste each of the replies into the main ticket then link and close out the 'splinter' tickets. Then if they reply again, it just wakes the ticket back up and forces me to do another copy, paste and close procedure. It is very time consuming and tedious.

 

+1 on the Merge idea. If it could just use the current time stamps from the splinter ticket and append them to the main ticket, that would be fantastic.

Yep! Same here. The manual merge is a pain!

Manual merge is not even a solution. The main issue is that when people reply to the old ticket, the responses go into the duplicate. What we'd like is that after the merge, the ticket that was merged in becomes an alias such that any additional incoming comments go to the parent ticket.

Like Brad _ATS_ likes this

+1 for Merge.

"people making service requests generally don't expect to have their requests lumped together" isn't a solution, and isn't my experience.

All the competitive offerings have this functionality (Zendesk, Freshdesk, ManageEngine, Zoho, ..)

Some clever deveoper has written a commercial merge to monetise this glaring product gap: https://marketplace.atlassian.com/apps/1219514/merge-agent-for-jira?hosting=cloud&tab=pricing

Make hay while sun shines!

+1 for a merge feature, this would be very useful. 

+1 for Merge.  Service Desk is great, except for this one glaring flaw.  Getting 100+ tickets for the same related event just fills up the queue to an almost unmanageable amount.

Basically every other tool on the market has the ability to merge tickets, but Atlassian is going to stick with the "you can mark one as duplicate". The issue with marking as duplicate is that users keep responding in email to the closed ticket and the conversation goes in two different tickets.

Here is the link in Atlassians request queue:


https://jira.atlassian.com/browse/JSDCLOUD-4685

though I wouldn't hold my breath on ever having this feature implemented. I've seen features with hundreds of votes sit for years without any work from Atlassian.

+1 we need a merge function

Seems like an obvious feature which shouldn't require an addon to accomplish.

Shocking omission that merging tickets is not an out of the box feature.  EVERY other ticketing product has this feature.

2 votes

You can't merge tickets. However you can link both issues and mark one as a duplicate of the other. Thanks to automation rules, you can certainly update both tickets in the same time. 

Nearly three years and umpteen Product Managers later this request still languishes in the "queue", amongst other hygiene requests that keep SD behind the competitors. A whole industry of plugins plugging the glaring gaps. Hurry up Atlassians...

We had the same problem with VTiger application and then have an option to Merge Tickets which works great all information including documents are merged into one ticket nothing is lost.

+1 for merge feature

1 vote

There is no function for "merge", as people making service requests generally don't expect to have their requests lumped together.

You'll need to find or write some code that can do whatever you want from a "merge" (I'd assume it's really "copy bits of one issue into another and then delete it)

+1 here for a merge feature, we can't start SD w/o it.

We've released Merge Agent for Jira a few months ago that allows to easily merge issues for Jira Service Desk on Cloud.

Let me know if you have any feedback, we're always eager to improve our apps!

Wow, 5 minutes later and I've merged my first two tickets without issue.

Thank you for the excellent community support Ben!

Like # people like this

Are there any plans to release a version for Data Center users?

Like # people like this

Please let us know on the on-prem version if this will be available. 

We've recently decided not to support an integration for Jira Server in the near future, since we want to focus more on Atlassian cloud products.

If we revisit this decision in the future we'll update this post accordingly.

Ben,

 

We use the Merge Agent (& like it) - however, what we want to be able to do is automatically merge similar tickets being received from the same customer (normally via an automated system) over a defined time period e.g. for new support emails from the same customer address with the same subject merge into first original ticket with the same subject produced within a 4 hour window (say)

Hi @Huw Ringer ,

I am a colleague of Ben and the product manager of Merge Agent for Jira.

It's great to  hear that you like our app. I hope it makes your and your team's life easier.

Can you send your feature request to our support team? They can share and discuss it with our dev team then.

Thank you!

Marlene

1 vote
Deleted user Jun 21, 2019

+1 we also need it!

+1 this is required as customers often start new threads (emails) for the same issue

+1 Merge feature 

+1 for the merge feature

Took them... what... 15 years to give us a working Search capabilities? Don't hold your breath to seeing this (much needed) feature before 2030...

They are too busy constantly shuffling the UI, hiding the important features takes a lot of effort.

+1 for the merge feature

+1 for merge being an out-of-the-box feature.

Wha‘s the status here? Is the jira Service Desk still the only trouble ticket system on the planet without this Feature?

+ 1!!

+1 for merge feature.

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