You can merge two Tickets in two ways:

1. Merge ticket

Open the Ticket that you want to merge with another Ticket, and click the three dots in the upper right corner to find Merge ticket. Merge ticket is a feature that you use if you want to merge two Tickets into one Ticket. If you do this, the action cannot be undone. Also, the Tickets Analytics will be affected.

An example of how you can use Merge ticket, is if a sender at 8:03AM sends you an e-mail about wanting to book a hotel night for two adults and one child. At 10:40AM the same sender, with the same e-mail address, sends you a new e-mail, separate from the 8:03 e-mail. He/She tells you that he/she wants to change to only two adults as they, apparently, are going to have a babysitter that night. The two e-mails are then two separate Tickets. As these Tickets have the same sender and are about the same hotel booking, the Tickets could be merged into only one Ticket so that you can answer both of the Tickets at the same time.

2. Linked tickets

You can also link two Tickets by searching the Ticket-ID, the Ticket subject or similar. The benefit with linking two Tickets, is that they will keep on being two separate Tickets, where you can answer them separatly and see statistics for both of the Tickets.

So, how could you use the Linked tickets feature? We keep the example above in mind and pretend that the requester e-mailed you in February for the first time, about a hotel booking in May. The first Ticket, that was about the hotel booking, is solved and now has the status closed. Though, in April, the same requester sends you a new e-mail as he/she has a question about his/her hotel booking in May - he/she wonders if the check out could happen two hours later than agreed - which is a new Ticket in your system. As the Ticket has the same sender and is about the same hotel booking, but isn't about the exact same thing, you could link the Ticket from April with the Ticket from February. In this case, the Linked ticket feature is a good idea.