Merge duplicate cases

Merge duplicate cases when multiple cases have been created for the same employee request.

Merging combines duplicate work into a single case. One case becomes the primary case and remains active, while the other cases are merged into it. This helps keep conversations, ownership, and reporting organized.

Before you begin

Confirm that the selected cases relate to the same request.
Decide which case should remain as the primary case.
Ensure you have permission to edit every case you want to merge.

You can only merge active cases.

Select the duplicate cases from the case list.
Select Merge cases.
Choose the primary case that will remain active.
Review the merge details.
Enter a reason for the merge.
Confirm the merge.

The duplicate cases are merged into the primary case.

What happens next

After you merge cases:

The primary case remains active.
The duplicate cases are marked as merged.
Users can navigate from a merged case to the primary case.
The merge is recorded in the case history for auditing.

If appropriate, send a public update from the primary case to let the employee know their duplicate requests have been combined.

When to merge cases

Merge cases when:

The same request has been submitted more than once.
Multiple agents are working on duplicate cases for the same issue.
Duplicate cases would otherwise result in duplicated work or inconsistent communication.

Don't merge cases if:

The cases relate to different requests.
The employee needs separate outcomes for each case.
One case has already been completed and shouldn't become part of another request.

Best practices

Choose the case with the most complete information as the primary case.
Review the differences between cases before confirming the merge.
Record a clear reason for the merge.
Notify the employee if merging changes how they'll receive updates.

Troubleshooting

Problem	Try this
I can't merge the cases.	Confirm all selected cases are active and that you have permission to edit each one.
I can't select a case as the primary case.	Verify that the case is eligible to remain active after the merge.
I merged the wrong cases.	Contact your Case Administrator if you need assistance. Depending on your organization's configuration, merged cases may not be reversible.

Assign and reassign cases

Reference

Employee notifications (merge notices).

Related to

Before you begin