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Merge tickets

ticket_merge · Changes data · Markdown

Merges a duplicate ticket into another: its messages, notes, email threads, tags and fields move over.

$0.01 a call

From your agent’s balance. A call that fails costs nothing.

An example

Paul emailed again about the same scratch and it opened ticket 91. Fold it into 87.

Your agent callsticket_merge$0.01 a call

The example business is Halverson Cycle & Repair, a bike shop with a repair workshop in Portland, Oregon. The reply is the one the tool really gives.

With these arguments
{
  "number": 91,
  "into": 87
}
What comes back
{
  "ticket": {
    "number": 1,
    "subject": "Scratch on the Tabor's top tube",
    "status": "open",
    "priority": "high",
    "category": "Damaged delivery",
    "tags": [
      "damage"
    ],
    "requester_email": "paul.hoffmann@example.com",
    "requester_name": "Paul Hoffmann",
    "contact_id": null,
    "company_id": null,
    "source": "api",
    "channel": "api",
    "assigned_to": null,
    "waiting_on": "us",
    "sla": null,
    "merged_into": null,
    "created_at": "2026-10-14T08:00:00+00:00",
    "last_activity_at": "2026-10-14T08:00:00+00:00",
    "first_reply_at": null,
    "resolved_at": null,
    "body": "Called on Wednesday: the Tabor gravel bike delivered on Monday has a 3 cm scratch on the top tube. He would like it touched up or the frame swapped.",
    "fields": {
      "order_id": "2231"
    },
    "inbox": null,
    "email_message_id": null,
    "rating": null,
    "rating_requested_at": null,
    "comments": [
      {
        "kind": "requester",
        "body": "(Merged from ticket #2, from paul.hoffmann@example.com: Any news about the scratch on my bike?)\n\nAny news about the scratch on my bike?",
        "email_status": null,
        "at": "2026-10-14T08:00:00+00:00"
      },
      {
        "kind": "system",
        "body": "Ticket #2 was merged into this one.",
        "email_status": null,
        "at": "2026-10-14T08:00:00+00:00"
      }
    ]
  },
  "merged": 2
}

Use it when

The same customer opened two tickets about one problem.

What it does

Merge a duplicate ticket (number) into another (into): its messages, notes, email threads, tags and fields move over, so mail in the duplicate's thread lands on `into` from now on, and `into` reopens if the duplicate was still open. The duplicate is resolved and points at `into`. Replies on `into` go to its own requester only.

What comes back

The ticket that stays, in full, merged: the duplicate's number, and a note when the duplicate came from another requester. Every reply also carries cost_usd and balance_usd.

Inputs

NameTypeWhat it is
numberRequiredintegerThe ticket number, e.g. 42 for ticket #42. At least 1.
intoRequiredintegerThe ticket number, e.g. 42 for ticket #42. At least 1.

The call

Over MCP, call ticket_merge on https://api.conecto.chat/mcp/helpdesk. Over REST:

Terminal
curl -X POST https://api.conecto.chat/v1/tools/ticket_merge \
  -H "Authorization: Bearer $CONECTO_KEY" \
  -H "Content-Type: application/json" \
  -d '{"number":91,"into":87}'

When it refuses

A refused call costs nothing and says what to do next.

CodeWhenWhat to do
not_found404No ticket of the business has that number.Find it with ticket_list and use its number.
invalid_input400number and into are the same ticket.Send two different tickets.
conflict409One of the tickets was merged already.Merge into the ticket the message names.

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