In ticket management, if two tickets have the same issue and customer details, what is the recommended approach?

• A. merge into one
• B. keep both
• C. delete one
• D. escalate

Answer: (A)

Merging duplicates keeps a single, authoritative record for one issue, which reduces confusion and duplication of work. When two tickets share the same problem and customer details, they are duplicates, and combining them into one ticket ensures all updates, attachments, and notes live in one place, giving everyone a complete history and a single thread for the customer. This also helps with reporting and SLA tracking, since you’re treating the issue as one incident rather than two.

In practice, pick the ticket with the most complete information as the primary, transfer relevant comments and attachments, and note that the other ticket has been merged or linked as a duplicate. Close the duplicate with a clear summary that it has been merged into the primary ticket. Keeping both creates confusion and extra work, deleting one loses valuable history, and escalating duplicates doesn’t resolve the underlying duplication.