Merge Duplicate Requests
Ten people report the same problem. Your team should answer it once. Merge duplicate Jira Service Management requests into one, and every requester keeps getting updates on the request your team is actually working.
Runs on Atlassian: no data leaves your site · Undo any merge · Coming soon to the Atlassian Marketplace
The problem
When something breaks, the same issue arrives as "Email down", "Outlook not connecting" and "Inbox not updating". Jira Service Management can link them, but it can't merge them. Agents copy comments by hand, forget to add the other requesters, and close duplicates with a reply that leaves customers wondering whether anyone is still on it.
How it works
1. Find the duplicates. Open the request you want to keep and choose Merge duplicates into this. The app suggests open requests with a similar summary and understands common IT wording, so "Outlook not connecting" matches "Email outage". Or merge a whole search from the issue list.
2. See exactly what will happen. A preview lists, for each duplicate, who will be added, what will be copied and how it will close, before anything changes.
3. Merge in one click. Each duplicate's requester and participants follow the main request from then on. Its description, comments and attachments are copied to the main request as one internal note, so no customer ever sees another customer's words. The requester gets a short, friendly reply with a link, and the duplicate is linked and closed.
4. Nothing gets lost afterwards. If a customer replies to their old request, the reply appears on the main request for your agents. Every merge is listed on the main request and can be undone.
Built for the messy cases
- Undo reverses a merge: people, notes, files, links and labels. If your workflow can't reopen a closed request, it tells you first and the customer gets an honest message.
- Stopped half way? Run it again: requests already merged are skipped.
- Wrong main request? Requests already merged elsewhere can't be merged again by accident.
- Ratings stay fair: merged duplicates are labelled, so you can leave them out of satisfaction reports.
Compared with what you have today
| This app | Native Jira Service Management | |
|---|---|---|
| Merge duplicates into one request | ✅ | – (link and close by hand) |
| Requesters keep getting updates | ✅ Added automatically | Add each person by hand |
| Comments and files moved across | ✅ As one internal note | Copy and paste |
| Customers' private text kept private | ✅ | Depends on how it's copied |
| Friendly reply to the duplicate's requester | ✅ Your wording | Write it each time |
| Replies to closed duplicates reach agents | ✅ | – |
| Preview before merging, and Undo | ✅ | – |
| Suggests likely duplicates | ✅ | – |
| Merge many from a search | ✅ | – |
Pricing
Paid through your Atlassian bill, per Jira user per month: free for up to 10 users, then $0.30 (11–100 users), $0.20 (101–250), $0.10 (251–1,000) and $0.05 (1,001+). Portal customers never count as users.
Questions
Does any data leave my site? No. It runs on Atlassian Forge and qualifies for Atlassian's Runs on Atlassian programme. Everything it copies is written into your own requests, and its own records hold only account IDs and request keys.
Who can merge? Agents, with their own Jira permissions: the app does nothing an agent couldn't do by hand. Only Jira admins change the settings.
Does it work with any workflow? Yes. It picks the right closing step (or the one you choose), and sets the Duplicate resolution where your workflow allows.