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Send attachments and merge duplicate tickets

Attachments belong to individual messages. Duplicate tickets can be merged when they belong to the same team and requester email address.

Verified September 9, 2026

Attachments

A message can contain up to ten files, with a maximum of 10 MiB per file and 15 MiB in total. Downloads remain protected. Files on internal notes remain internal too.

Merge duplicates

  1. Open the ticket that should become the duplicate.
  2. Under “Merge”, enter the target ticket number.
  3. Compare the subject and requester address once more.
  4. Confirm the merge.

Messages and files move to the target. The source remains as a read-only reference, and the merge cannot be undone in the interface.

Status, ownership, priority and due datesMake the next action and responsible person obvious. Replies and internal notesWrite to requesters without exposing internal discussion. Use the ticket list, search and filtersFind open, assigned, unassigned and due tickets.

Contact

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Contact us if this guide does not fit your case. Include the affected area and exact error message, but never send passwords or API tokens.

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