AI Ticket Merger

matbgn · June 17, 2026, 1:15pm

1) What is your original issue/pain point you want to solve?
Very old issue on merging macro that could be now elegantly solved with support of AI:

github.com/zammad/zammad

Merge multiple tickets into one

opened 11:25AM - 23 Jan 13 UTC

monotek

enhancement UX/UI ticket frontend specification required

As an **agent**, I want to merge **more than two tickets into one ticket** so th…at I can **consolidate related customer requests efficiently and reduce redundancy**. ## Acceptance criteria - The system allows selecting **three or more tickets** for merging into a single target ticket. - The merge process preserves **all articles** (e.g., comments, attachments) from the source tickets and transfers them to the target ticket. - The metadata of the **target ticket** (e.g., priority, state, assignee) is retained exclusively. - The source tickets are put into a **"merge" state** after the merge operation. - The merge operation is **atomic**: either all selected tickets are merged successfully, or none are. ## Background information Currently, Zammad only supports merging two tickets at a time. This limitation forces agents to perform multiple sequential merges when dealing with larger groups of related tickets, which is time-consuming and increases the risk of losing context or missing information. Enabling bulk merging would streamline workflows, especially in scenarios where a single issue spawns multiple tickets from different customers or channels. ## Clarification needed 1. Should there be a **limit** to the number of tickets that can be merged at once (e.g., 10, 20, or no limit)? <details> <summary>Original issue text</summary> If i click on "Merge" in ticket zoom i only can merge 2 tickets because radio buttons are used. Please change to checkbox to be able to merge multiple tickets. Maybe a "Check all" box like in bulk action would be usefult to. </details>

2) Which are one or two concrete situations where this problem hurts the most?
When multiple tickets are open concerning one single topic, there should be a way to batch merge them.
Examples:

Monitoring status UP and DOWN rapid fire
Actions that trigger auto email related to the same ticket
etc.

3) Why is it not solvable with the Zammad standard?
There is no macro or other way to batch merge multiple tickets at once, but if we can have an AI macro on opening, with the new AI Text Extractor, we can now search for the relative tickets and merge it directly at entrance, avoiding or better said bypassing the need of a batch manual macro tool.

4) What is your expectation/what do you want to achieve?
An AI Ticket Merger that can receive a ticket number for instance coming from the AI Text Extractor or any combination that allow the AI to merge the source ticket to the target provided.

Your Zammad environment:

Average concurrent agent count: 3
Average tickets a day: 30
What roles/people are involved: Mainly pure agents