What are Merge tickets?
Occasionally, some customers are in the habit of raising several tickets on the same problem in an attempt to get the attention of the company. While it is possible that this may be different individuals from the same organization reporting a similar problem, they are sometimes all raised via a similar channel and in some cases not. Rather than the agents responding to each of these tickets separately, they can be merged into one ticket thereby making the work of the agent easier.
When two or more tickets are merged, one of them is deemed the primary one with which the others are combined. From this point, the ticket remains open and response is given only to the email of the primary ticket requester.
Learn more about Merge tickets in LiveAgent.