Merge Tickets into Target Ticket
Merges one or more tickets into the ticket with the specified id.
See Merging tickets in the Support Help Center for ticket merging rules.
Any attachment to the source ticket is copied to the target ticket.
This endpoint returns a job_status JSON object and queues a background job to do the work. Use the Show Job Status endpoint to check for the job's completion. Only a certain number of jobs can be queued or running at the same time. See Job limit for more information.
Allowed For
- Agents
Agents in the Enterprise account must have merge permissions. See Creating custom roles and assigning agents (Enterprise) in the Support Help Center.
Available parameters
The request takes a data object with the following properties:
| Name | Type | Required | Comments |
|---|---|---|---|
| ids | array | yes | Ids of tickets to merge into the target ticket |
| target_comment | string | no | Private comment to add to the target ticket. This comment is optional but strongly recommended |
| source_comment | string | no | Private comment to add to the source ticket. This comment is optional but strongly recommended |
| target_comment_is_public | boolean | no | Whether comments in the target ticket are public or private |
| source_comment_is_public | boolean | no | Whether comments in the source tickets are public or private |
target_comment and source_comment can be used to provide a reason for the merge for recordkeeping purposes. If the source ticket has attachments, they are included in target_comment.
Comments are private and can't be modified in the following cases:
- Any of the sources or target tickets are private
- Any of the sources or target tickets were created through X (formerly Twitter), Facebook or the Channel framework
In any other case, comments default to private but can be modified with the comment privacy parameters.
Path parameters
The ID of the ticket
Request body
Response
Successful response