Merge duplicate tickets, without the guesswork.
A guided wizard that previews every merge, resolves field conflicts, and finds duplicates automatically — so agents never lose a conversation, an attachment, or a follower again.
Support teams end up with the same issue reported twice under different tickets, forcing agents to read overlapping threads, risk contradicting an earlier answer, and inflate SLA and volume metrics with duplicate counts.
Merge Helpdesk Support Tickets gives agents a guided wizard that previews the combined result, flags every conflicting field for an explicit decision, and consolidates messages, attachments and followers onto one surviving ticket — with a permanent audit trail.
Everything a safe merge needs
Every capability below is implemented in the module.
Merge Preview Before You Commit
See the exact message count, attachment count and follower list the surviving ticket will have before the irreversible merge happens.
Field Conflict Resolution
When merged tickets disagree on stage, priority, assignee, team or tags, choose the winning value yourself instead of letting the system guess.
Automatic Duplicate Detection
The Potential Duplicates button surfaces other open tickets from the same customer with a matching subject, so you find duplicates instead of hunting for them.
Guided Merge Wizard
Select tickets from the list view or a ticket's smart button and walk through one clear flow to pick the primary, review secondaries and confirm.
Chatter Message Consolidation
Every note and reply from the secondary tickets moves onto the primary in timestamp order, so the full conversation lives in one thread.
Email Correspondence Transfer
Inbound and outbound email history from merged tickets stays with the surviving ticket, so no customer reply is stranded on a closed ticket.
Attachment Consolidation & De-duplication
Files from every merged ticket land on the survivor, with duplicate copies of the same attachment automatically collapsed.
Portal Follower Preservation
Followers from every merged ticket, including portal customers, are consolidated onto the primary so the right people stay notified.
Merge Audit Log
Every merge is recorded with the primary, the archived secondaries, the resulting values and who performed it, in a reviewable Merge History log.
How it works
Spot the duplicates
Open a ticket and click Potential Duplicates, or select several tickets in the list view.
Choose the primary
The wizard proposes the oldest ticket as the survivor and lets you pick a different one.
Resolve & preview
Settle any conflicting stage, priority, assignee or tag, then review the merge preview.
Confirm the merge
Commit the merge: secondaries are archived and linked, and the action is logged.
See it in action
From spotting duplicates to a fully logged merge, in one guided flow.
The Potential Duplicates smart button and Merge Duplicates action surface likely duplicates directly on the ticket form.
The surviving ticket shows a Merged Tickets smart button linking back to every archived secondary.
The guided merge wizard highlights conflicting fields and previews the combined messages, attachments and followers before you commit.
Every merge is logged in a dedicated Merge History list under Reporting, for a full audit trail.
Each merge log entry records the resulting stage, priority, assignee and team, plus the exact message, attachment and follower counts moved.
Frequently asked
Does this work with Odoo Community Helpdesk?
This release targets Odoo Enterprise Helpdesk. Community Helpdesk MGMT compatibility is not included in this version.
Can I undo a merge?
Merging archives the secondary tickets and links them to the primary rather than deleting anything, so the original data is preserved, but there is no one-click undo in this version.
How does duplicate detection decide what counts as a duplicate?
It looks for other open tickets from the same customer whose subject matches after normalizing prefixes like Re: or Fwd:, so suggestions stay conservative and low on false positives.
What happens to attachments that appear on more than one merged ticket?
Attachment de-duplication is on by default: identical files are recognized by checksum and kept once, so the surviving ticket does not end up with duplicate copies.
Get in Touch
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Merge duplicate helpdesk tickets with confidence: preview before you commit, resolve field conflicts, consolidate messages and attachments, and keep a complete audit trail.
| Availability |
Odoo Online
Odoo.sh
On Premise
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| Odoo Apps Dependencies |
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Discuss (mail)
• Helpdesk (helpdesk) |
| Lines of code | 672 |
| Technical Name |
cerevantix_merge_helpdesk_support_tickets |
| License | OPL-1 |
| Website | https://cerevantix.com |
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