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welcome back to the channel today well be going over one of our brand new features her version 114 which is the ability to merge and link tickets first lets go over the difference between merging and linking merging is when you combine two or more tickets all of the threads from each ticket will now belong to one parent ticket linking doesnt affect to get threads its just a simple way to relate two or more tickets so that you can easily navigate between them lets look at how to use these first your helpdesk must have a role with permission to merge a link ticket go to your admin panel go to agents and then roles click one of your roles and set the permissions for merge and Link [Music] now you should make sure that you have an agent thats assigned that role so my role is all-access and as you can see this agent has the all-access role for two departments now when you go to the tickets queue youll be able to see the merge and Link options the option will also be available to use