What does it mean to 'merge' tickets in Zendesk?

Merging tickets in Zendesk refers to combining duplicate tickets into a single, unified ticket. This process helps streamline the handling of customer inquiries by reducing confusion and ensuring that agents have a clear view of all related communications. When several tickets originate from the same customer regarding a single issue, merging them allows agents to focus on resolving the matter more efficiently without needing to manage multiple entries for the same concern.

By consolidating these duplicates into one ticket, it enhances productivity and provides a holistic view of the customer's interaction history, making it easier to address their needs effectively. This practice ensures that responses are coherent and that the customer's experience remains seamless, as all communications and updates are captured within one ticket thread. The other choices serve different purposes in customer support but do not represent the concept of merging tickets as accurately as this one.