Why is ticket merging important?

Merging tickets is crucial primarily because it helps avoid duplicate tickets. When multiple tickets are generated for the same issue, it can lead to confusion, inefficient resource allocation, and a fragmented view of the customer's situation. By merging tickets, agents can have a consolidated view of all interactions related to a single issue or request, which streamlines the support process and ensures consistency in the information and resolution provided to the customer. This approach not only enhances the overall customer experience but also helps in managing the workload more effectively, allowing resources to be focused on resolving unique issues rather than handling several instances of the same concern.

While ticket merging indeed contributes to aspects like enhancing visibility and potentially improving resolution times, these benefits are secondary to the fundamental goal of avoiding duplicates, which is the primary reason why this practice is implemented in support systems.