Help desk ticketing · Autessa Support Desk
Linked and merged tickets
Autessa Support Desk lets you link tickets as duplicate, related or blocks, and merge a duplicate into another ticket. A customer who wrote twice gets one answer, and a ticket waiting on another one says so.
The problem it solves
Duplicates split the answer
Customers follow up by email, then through the Help Center, then again. Without links and merging, two agents work the same problem and the customer gets two different replies.
What you get
- Three link types: duplicate, related and blocks.
- Find the other ticket by searching its subject, pick the link type and save.
- A ticket that has a duplicate, or is blocked by another, shows a heads-up in its linked tickets panel.
- Merge a ticket into another one; the merged ticket is closed and points to the one that carries on.
- Remove a link at any time.
How it works
How does linked and merged tickets work in Autessa Support Desk?
Spot it
Similar tickets in the copilot rail, or your own memory, tells you this is the same problem.
Link or merge
From the ticket menu, Link a ticket (pick duplicate, related or blocks) or Merge into another ticket.
Carry on in one place
Reply on the surviving ticket. The merge is recorded in both tickets’ activity.
Every option
Link types
| Option | What it does |
|---|---|
| Duplicate | The same request raised twice. Usually followed by a merge. |
| Related | Different requests about the same thing; useful context for whoever works either one. |
| Blocks | This ticket cannot be finished until the other one is. |
| Merge | Closes this ticket into another and records it in the activity log. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Link, unlink and merge tickets. |
Where AI helps
The copilot’s similar-tickets search finds past and open tickets that look like this one, which is usually how a duplicate is spotted.
AI in Support Desk drafts, suggests, routes and checks. Anything a customer receives from your team is sent by a person.
Connected
How it connects to the rest of Support Desk
FAQ
Questions about linked and merged tickets
Straight answers. If something is not covered here, book a demo and ask us directly.
Can I merge duplicate tickets?
Yes. Merge a ticket into another one from the ticket menu. The merged ticket closes and the merge shows in the activity log.
What link types are there?
Duplicate, related and blocks.
Can I undo a link?
Yes. Remove the link from the linked tickets panel.
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