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Helpdesk Ticket Merge

helpdesk_mgmt_merge folder_open OCA/helpdesk open_in_new
After-Sales License: AGPL-3

This module adds a wizard to merge helpdesk tickets.

A wizard that can be called from tree view of helpdesk ticket.

auto_awesome What this module does

AI-generated from the code · Odoo 19.0

Lets helpdesk users combine several tickets into one, either by merging them into an existing ticket or by creating a brand-new ticket, then archives the merged tickets.

This module adds a merge wizard for helpdesk tickets. It is available from the Action menu on the helpdesk ticket list, where you select several tickets and choose "Merge Helpdesk Tickets".

The wizard opens with the selected tickets already filled in. You can adjust the list of tickets to merge and choose who the resulting ticket is assigned to. Then you pick one of two options: - Merge into an existing ticket: choose the destination ticket; its description is kept and the descriptions of the other tickets are appended. - Create a new ticket: give it a name and a destination helpdesk team, and a new ticket is created.

When merging, the wizard automatically brings together the tags, attachments and followers of all tickets. If all merged tickets share the same customer, category or priority, that value is carried over to the new ticket; otherwise it is left empty.

A note is posted on the destination ticket listing the tickets it was merged from, and a note is posted on each merged ticket pointing to the destination. Messages and scheduled activities of the merged tickets are moved to the destination ticket, and the merged tickets are archived (not deleted). The destination ticket is then shown.

It works on the helpdesk ticket model helpdesk.ticket and is available to standard helpdesk users.

Depends on

helpdesk_mgmt
Models and fields (1)
  • helpdesk.ticket.merge · new modeluser_id (Assigned to), ticket_ids (Tickets to Merge), dst_ticket_id (Merge into an existing ticket), dst_ticket_name (New ticket name), create_new_ticket (Create a new ticket), dst_helpdesk_team_id (Destination Helpdesk Team)

Text generated by AI (DeepSeek) from reading the Odoo 19.0 code on GitHub; it may contain mistakes, so check the code before deciding. View the code on GitHub

Availability by version

Reviewed: 2026-11-03
Confirmed (verified in repository and branch) Estimated (unverified) No information

Confirmation status: 4 confirmed, 5 with no information of 9 versions.

terminal Installation and usage

OCA documentation · Odoo 19.0

Usage

Source · Odoo 19.0

To use this module, you need to:

  • Merge helpdesk ticket

No verified information in OCA: Installation, Configuration.

info

Data imported from GitHub: this sheet reflects the latest catalog review, not a live lookup. Always check the module documentation and staging before installing in production.