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In this tutorial, the speaker introduces a new feature in version 114: the ability to merge and link tickets. Merging combines two or more tickets into a single parent ticket, consolidating all threads, while linking relates tickets without affecting their individual threads, facilitating easier navigation between them. To utilize these features, ensure your helpdesk has a role with permissions to merge and link tickets. Access the admin panel, go to agents, select a role, and set the permissions accordingly. An example of an agent with the all-access role across two departments is provided. Users can find the merge and link options in the tickets queue.