Merge tickets

Merge duplicate tickets into a single primary ticket in Ravenna while keeping every conversation thread alive, and unmerge if you change your mind.

Merge duplicate or related tickets into a single primary ticket so your team works the request in one place. Each merged ticket keeps its own messages and live Slack and email threads, and the whole operation is reversible with unmerge.

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How merging works

When you merge, you pick one or more source tickets to fold into the ticket you’re viewing, which becomes the primary.

Source tickets close and point at the primary

Each source ticket is closed and marked as merged into the primary. The source stays readable and shows a Merged into banner linking to the primary, along with who merged it and when.

Each source gets a note pointing at the primary

Ravenna posts a message on every source ticket linking the primary, so anyone following the source, including its requester, knows where updates will come from. The note is visible to the requester and is posted by your workspace’s bot rather than by whoever ran the merge. The primary picks up a linked ticket named Merged: SUP-123 for each source, removed again on unmerge.

The primary shows each source as a sub-thread

The primary’s timeline gains a collapsible Merged from block for every source, showing the source’s ID and message count. Expand a block to read the source’s full conversation inline without leaving the primary.

Conversation threads stay live

Messages are not moved or copied. Each source keeps its own messages, and its existing Slack and email threads keep working. Replies continue to land on the source ticket and appear in its Merged from block on the primary.

Followers and tags combine

The source’s followers and tags are added to the primary, so nobody loses visibility into the request. When the source was raised by a different requester, that person is added to the primary as a follower.

Time-based automation stops running on the source

A merged source is closed and treated as settled. Its active SLAs stop, reminder policies skip it, inactivity auto-close leaves it alone, and a new reply on the source does not reopen it.

Merged tickets are read-only

While a ticket is merged you cannot edit its fields or move it to another channel. Unmerge it first.

Merge chains flatten

If a source already had other tickets merged into it, those tickets are re-pointed at the new primary. Every merged ticket always points directly at one primary, never at a chain.

Merged tickets hide from lists

Merged source tickets are hidden from ticket lists by default. Add the Merged filter to a view to see them.

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Merge tickets

1. Open the primary ticket

   Navigate to the ticket you want to keep as the main record.

2. Select merge tickets

   Open the ticket’s actions menu and select Merge tickets.

3. Choose source tickets

   Search for the duplicate tickets and select them. You can merge up to 10 tickets at once.

4. Confirm the merge

   Click Merge. The selected tickets are closed and appear as Merged from sub-threads on the primary.

You cannot merge into a ticket that has itself been merged into another ticket. Merge into that primary instead. A ticket that is already merged also cannot be selected as a source again.

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Merging tickets with different requesters

You can merge tickets from different requesters, but Ravenna protects each requester’s conversation:

• The merge dialog shows an amber warning when a selected source has a different requester than the primary.
• On merge, that source’s messages become internal on the primary, so the primary’s requester never sees messages from a conversation they weren’t part of.
• Ravenna remembers each message’s original visibility so unmerge can restore it.

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Unmerge

Merging is reversible. To undo a merge:

• On the primary, hover over a Merged from block and click Unmerge.
• On a merged source, click Unmerge in its Merged into banner.

Unmerging reopens the source ticket, removes it from the primary’s merged threads, and restores its messages to their original visibility if they were made internal during a cross-requester merge.

Unmerge reopens the source ticket in the Open status. It does not restore the status the ticket had before the merge.

Unmerge peels back one merge at a time. If other tickets were flattened onto the same primary during the merge, they stay merged into the primary.

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Merge tickets via the API

Merge and unmerge programmatically with the REST API. See the API overview for authentication details.

Merge one or more source tickets into a primary:

curl --request POST \
  --url https://core.ravenna.ai/api/tickets/merge \
  --header 'Content-Type: application/json' \
  --header 'x-ravenna-api-token: <api-key>' \
  --data '{
    "primaryId": "primary-ticket-id",
    "sourceIds": ["source-ticket-id-1", "source-ticket-id-2"]
  }'

Pass "forceInternal": true to make the sources’ messages internal on the primary regardless of requester, or "forceInternal": false to keep them visible even when requesters differ.

Reverse a merge:

curl --request POST \
  --url https://core.ravenna.ai/api/tickets/unmerge \
  --header 'Content-Type: application/json' \
  --header 'x-ravenna-api-token: <api-key>' \
  --data '{
    "sourceId": "source-ticket-id-1"
  }'

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Limitations

• Email replies to a merged source ticket land on the source’s thread but do not notify the primary ticket’s assignee or followers. Watch the Merged from blocks on the primary for new activity.
• A merged ticket cannot be edited or moved to another channel until it is unmerged.
• A merge can include at most 10 source tickets. Run multiple merges if you need more.
• Unmerge reopens the source in the Open status rather than its pre-merge status.