MergeDeskMerge duplicate requests.
Keep one conversation.
Jira Service Management can't merge requests. MergeDesk can. It moves every comment, file and person into one request, closes the duplicates without confusing customer emails, and catches email duplicates the moment they arrive.
- Free for up to 10 users
- 30-day free trial
- Undo any merge
Merge duplicates
Pick requests to merge into SUP-12. Their comments, files and people are copied here, and you can undo this.
Duplicates pile up. Jira can only link them.
Linking leaves two conversations, two SLAs and customers replying in the wrong place. Merging requests is one of the most-voted Jira Service Management suggestions.
votes on Atlassian's request to merge service requests.
it has been waiting, still without a merge for service desks.
Replies from another address, lowercase ticket keys and auto-replies all become new requests.
A reply from another address
Jira can't match the sender, so the reply opens a new request.
Merged automaticallyTicket keys in lower case
Jira only spots a ticket key typed exactly. MergeDesk reads it in any case.
Merged automatically“Thanks” on a resolved request
A one-word reply to a closed request starts a whole new one.
Merged automaticallyOut-of-office and bounces
Auto-replies become requests nobody needs to work on.
Closed quietlyEverything a real merge needs
Built around what service teams ask for in Atlassian's community: one thread, nobody left out, and no confusing emails.
A full merge, not just a link
Pick the duplicates, check the summary, merge. MergeDesk copies everything into the request you keep:
- Every comment in date order, labelled with who wrote it and when
- Internal notes stay internal
- Attachments up to 100 MB each
- Requesters, participants and organizations, so nobody drops off the thread
- You pick which priority, assignee and due date to keep
- Watchers and other issue links
Quiet close: no confusing emails
A closed duplicate normally emails the customer “Resolved” plus a satisfaction survey. MergeDesk closes duplicates quietly and leaves a note on the portal pointing to the right request.
Duplicate guard for new requests
Checks each new request against the same person's recent ones. For every rule, choose: merge automatically, suggest to agents, or off. A matching subject alone never triggers a merge.
Replies find their way
Customers keep replying to old email threads. Anything added to a merged request is copied to the one you kept.
Undo for up to 30 days
Merged the wrong one? Undo removes everything the merge added and reopens the duplicates, again without emails.
History and CSV export
Every merge is logged with what moved and why. A “merged” label keeps duplicates out of your reports.
From duplicate to done in three clicks
No setup needed: MergeDesk works in every service project as soon as it's installed.
Open the request you want to keep
Choose Merge duplicates from its ••• menu, or click Merge in the Duplicates panel when MergeDesk spots one for you.
Pick and review
Tick the suggested duplicates or search by key or words. MergeDesk shows exactly what will move and warns about anything unusual.
Merge
It runs in the background, even for big requests. The duplicates close quietly, linked to the request you kept.
Linking isn't merging
Jira's “duplicates” link records that two requests are the same. It doesn't bring them together.
| What you need | Link as duplicate | MergeDesk |
|---|---|---|
| The whole conversation in one place | Split across requests | Every comment, note and file together |
| Everyone stays on the thread | People on the duplicate are left out | Requesters and participants added |
| Closing the duplicate | “Resolved” email and survey | Closed quietly, with a portal note |
| Later replies to the duplicate | Land on a closed request | Forwarded to the request you kept |
| New email duplicates | Found by hand, if at all | Merged or suggested as they arrive |
| Changing your mind | Tidy up by hand | One-click undo, up to 30 days |
Simple pricing, on your Atlassian bill
Free for small teams. Above 10 users it's $1 per user per month, and less as you grow. Every plan starts with a 30-day free trial.
For 50 users: about $1 per user each month.
An estimate. Atlassian bills Marketplace apps on the highest user count among your site's Jira apps (portal customers don't count), and shows the exact price before you buy.
Price per user, per month
| 1–10 users | Free |
| 11–100 users | $1.00 |
| 101–250 users | $0.70 |
| 251–1,000 users | $0.35 |
| 1,001–2,500 users | $0.15 |
| 2,501–5,000 users | $0.08 |
| 5,001+ users | $0.05 |
Above 10 users, every user up to 100 is billed at $1.00, and each later band at its own rate. A yearly plan costs 10 times the monthly price.
Your data never leaves Atlassian
MergeDesk runs on Atlassian's Forge platform. There's no MergeDesk server, so there's nothing of yours for us to see.
Runs on Atlassian
Built on Forge, with no outside servers or connections.
No request content stored
Comments and files only move between your own requests. MergeDesk keeps request keys, ids and settings.
Minimal personal data
Only Atlassian account ids, kept for the undo window and then removed.
Your permissions apply
People can only merge requests they can already edit and close, and you can limit merging to chosen groups.
Questions, answered
Does the customer get an email when a duplicate is closed?
Not with the default quiet close. MergeDesk briefly removes the duplicate's request type, which stops Jira Service Management sending the “resolved” email and satisfaction survey, then puts it back 5 minutes later. The customer still sees the request and a note on the portal. If you prefer the usual emails, switch to normal close in the settings.
What happens to replies sent to a merged request?
They're copied to the request you kept, as internal notes by default, so the customer isn't emailed their own words back.
Can I undo a merge?
Yes, for 7 days by default; your Jira admin can choose anything from 1 to 30. Undo deletes what the merge added, puts back any fields it changed and reopens the duplicates, without emailing the customer.
Will it merge requests just because the subjects match?
No. A matching subject alone only ever suggests a merge to an agent. Automatic merges need stronger evidence, such as the request's key in the subject or a reply in the same email thread. If the emails mention different order or ticket numbers, MergeDesk only suggests.
Who can merge requests?
Anyone who can edit and close both requests in Jira, checked before every merge and every undo. Admins can also limit merging to members of chosen groups.
Does it use AI?
No. Duplicates are found with clear rules you can see and change, so you always know why a request was flagged.
Which plans does it work with?
Every Jira Service Management Cloud plan, including Free. Sites with up to 10 users don't pay for MergeDesk, and everyone else gets a 30-day free trial.
Give every customer one conversation
Install MergeDesk from the Atlassian Marketplace. It's free for 30 days, and free for good on sites with up to 10 users.