How-To Merge Tickets in Freshdesk:
Note the ticket number of the tickets you are going to be merging.
Open one of the tickets and select Merge from the top row of tabs
On the right hand side of the ticket under Merge Ticket you need to click the drop down arrow and select ID and then in the Look for contact’s ticket put the ticket number you wish to merge with this one.
Click on the green + sign and it will add it to that column
Select Continue on the bottom right and then Merge
