How do I merge duplicate tickets?

When the same issue arrives twice, merge them: open one of the tickets, choose Merge from the actions, and select the ticket that should survive. The source ticket is closed and marked as merged into the target — its comments and activity stay readable for the audit trail. Merging is free and fires ticket.merged webhooks for both sides.

Good to know

• Merges are one-directional: pick the ticket with the better history as the survivor.

• Automation rules can react to merges (ticket.merged trigger on both tickets).

• The public API supports merges too — POST /public/v1/tickets/:id/merge.