Mark a Ticket as a Duplicate of Another Ticket

This guide shows the Duplicate relationship and explains when to link versus when to use the separate Merge action.

Where this fits in QC Support Ticket

QCST keeps the customer conversation, private staff notes, and system workflow history distinct. Public replies can be shown to the customer; Pro Internal Notes remain staff-only; system timeline entries document events such as assignment, status, relationship, merge, or split operations.

Primary location: QC Support Ticket Agent Queue ticket detail, with global attachment/settings controls under Settings.

Before you begin

  • Confirm the site currently has Max / All Access effective access before expecting the controls described here. A preserved configuration may still exist after downgrade even when the feature is locked.

How to do it

  1. Open the Max ticket relationship controls.
  2. Select the other valid ticket and choose Duplicate.
  3. Add a note if useful and save.
  4. Verify both tickets remain separate. Use the separate Merge action only when you actually intend to consolidate workflow/history context.

Important behavior and limits

  • Public replies are customer-visible; Pro Internal Notes remain staff-only. System timeline entries record workflow events separately from the conversation.
  • Attachments are stored outside normal public delivery and are streamed only after QCST rechecks ticket authorization.

Duplicate versus related

Marking a ticket as a duplicate communicates that another ticket is the primary case for the same issue. Linking related tickets only says the cases are connected. Use duplicate when staff should direct work toward the primary ticket; use a normal relationship when both cases remain independently actionable.

Preserve evidence

The duplicate operation should not be treated as database deletion. Keep enough source ticket history to understand the requester, original message and why it was marked duplicate. Verify the primary reference before confirming the action.

Verify the result

  • The source ticket is visibly identified as a duplicate of the correct primary ticket.
  • Both records/history remain available for staff audit rather than one record being silently deleted.

Community Discussion

For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.