Merge a Ticket

This workflow describes how to Merge one ticket to another existing ticket.

When working with a Customer to resolve an issue, lots of email messages can be sent back and forth, all within OTRS.

It is possible that, at some point, the customer will send an email to support@cadpro.co.nz, not replying to a previous email message.

This will create a new OTRS ticket. To correctly document this issue in OTRS, the new ticket has to be merged with the existing ticket.

It is important to inform your customer to reply to a ticket, ensuring all messages are correctly attached to the ticket.

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