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# Merge duplicate Jitbit tickets with AI

> Find Jitbit tickets where one customer wrote twice about the same problem and merge them into one, with a note. Runs weekly, you approve each merge.

Source: https://cotlet.dev/integrations/jitbit-api-mcp-server/merge-duplicate-tickets

A customer gets no answer for an hour and writes again, or emails and also uses the widget. Now two technicians work the same problem in two tickets.

Cotlet does it in your own Jitbit account with search\_tickets, get\_ticket, merge\_tickets and reply\_to\_ticket, called by your AI agent, an n8n workflow or a script.

[Sign up free](https://cotlet.dev/app/signup?app=jitbit) [All Jitbit tools](https://cotlet.dev/integrations/jitbit-api-mcp-server.md)

Hosted · nothing to install or maintain

## Can Jitbit do this on its own?

Jitbit merges tickets by hand from the list or the ticket page, and has Close as duplicate and Link for related tickets (checked 22 Oct 2026). Nothing in the app looks for duplicates on its own, and the official MCP cannot merge or close tickets.

## How you do it in Jitbit today

1. A technician spots two tickets from the same person in the Unclosed list, usually by luck or because both landed on one desk.
2. To check, the technician opens both and compares what each one says.
3. In the list the technician ticks the tickets and clicks merge, or opens one ticket and picks Merge in the more menu to join it with another.
4. If the second ticket is a repeat that needs no merge, Close as duplicate closes it and links it to the other ticket.
5. Duplicates only get found when someone happens to see both, so they often live for days.

## How to merge duplicate Jitbit tickets with AI

Prompt

```
Find open Jitbit tickets from the same customer about the same problem this week. Merge the newer ones into the oldest and leave an internal note on the one that stays.
```

1. 01  
### Collect the candidates  
search\_tickets looks for open tickets from the last week, grouped by submitter, so only tickets from the same person are compared.
2. 02  
### Compare the threads  
get\_ticket reads both. Tickets merge only if they describe the same problem. Two tickets from one customer about different things stay apart.
3. 03  
### Pick the survivor  
The older ticket stays. If the newer one has a technician and the older one has none, the agent shows you the pair instead of merging.
4. 04  
### Merge  
merge\_tickets joins the newer ticket into the older one. A merge cannot be undone, so every call asks for your OK until you switch confirmation off for merge\_tickets.
5. 05  
### Leave a note  
reply\_to\_ticket with for\_techs\_only set to true tells the technician which ticket was merged in and why, visible to technicians only.

### What you get back

Example data

```
Open tickets from the last 7 days: 38
Same customer, same problem, merged 4, e.g.:
- #5104 into #5090 "Cannot log in"
- #5112 into #5101 "Invoice is wrong"
Shown to you, not merged 2:
- #5120 and #5111 differ in technician
```

### Other ways to ask

- Every Monday, list tickets from the same sender within 24 hours and show the pairs, but do not merge.
- Merge only when both tickets are in the same category.
- Link related tickets from one company instead of merging them.

## What Jitbit allows, and what to know first

- A Jitbit merge is irreversible, and the ticket that is merged in is deleted.
- Merging two or more tickets from the list joins them into one ticket.
- Link only marks tickets as related; linked tickets show in the related tickets section of each ticket.
- Close as duplicate closes the ticket and links it to another ticket instead of merging.
- A deleted ticket moves to the bin and is removed permanently after 15 days.

merge\_tickets and reply\_to\_ticket ask for your OK by default. To run it weekly without you, switch confirmation off for those tools in your dashboard.

Sources: [Jitbit Helpdesk Docs: Ticket page](https://www.jitbit.com/docs/viewissue/) · [Jitbit Helpdesk Docs: Tickets grid (list)](https://www.jitbit.com/docs/activetickets/) · [Jitbit Helpdesk Docs: Helpdesk API reference](https://www.jitbit.com/helpdesk/helpdesk-api/)

## Call merge\_tickets from a script

curl

```
curl -X POST https://cotlet.dev/api/v1/jitbit/merged-tickets/5104/tickets/5090/merge \
  -H "Authorization: Bearer $COTLET_API_KEY"
```

Example response

```
{
"ticket_id": 5090,
"merged_ticket_id": 5104,
"merged_at": "2026-10-22T09:06:00Z"
}
```

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is jitbit\_write → merge\_tickets. Example data.

[Schedule it in n8n, Make, Zapier or cron](https://cotlet.dev/integrations/jitbit-api-mcp-server.md#automations)

## Jitbit tools this automation uses

__Cotlet Jitbit tools used to merge duplicate Jitbit tickets with AI__
| Tool | Parameters |
| ----------------- | ----------------------------------------------------------------------------------- |
| search\_tickets | query, category\_id, status, technician\_id, created\_after, created\_before, limit |
| get\_ticket | ticket\_id |
| merge\_tickets | ticket\_id, merged\_ticket\_id |
| reply\_to\_ticket | ticket\_id, body, for\_techs\_only |

[All 14 Jitbit tools with descriptions](https://cotlet.dev/integrations/jitbit-api-mcp-server.md#tools)

## Frequently asked questions

### Is it safe to connect Jitbit to Cotlet?

Yes. You sign in to Jitbit yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Jitbit once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

## More Jitbit automations

- [Triage unassigned Jitbit tickets with AI](https://cotlet.dev/integrations/jitbit-api-mcp-server/triage-unassigned-tickets.md)
- [Close stale Jitbit tickets automatically](https://cotlet.dev/integrations/jitbit-api-mcp-server/close-stale-tickets.md)
- [Jitbit API and MCP server: every tool](https://cotlet.dev/integrations/jitbit-api-mcp-server.md)
- [All use cases](https://cotlet.dev/use-cases.md)

## Give your agent access to Jitbit.

Free 7-day trial with 2,000 credits, no card needed. Cotlet is independent and not affiliated with Jitbit.

[Sign up free](https://cotlet.dev/app/signup?app=jitbit)

---

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Cotlet is an independent service. It is not affiliated with, endorsed by or sponsored by any of the products listed on this site. Product names are trademarks of their respective owners.

## For AI agents: sign your user up

Is your user asking you to sign them up for Cotlet? You can do it for them, no account or key needed.

1. Read the fields and their allowed values: GET https://cotlet.dev/api/v1/access-requests
2. Ask the user for each value: email, apps, what you will do with them. If they leave the password to you, generate a strong one and show it to them.
3. Show the user what you will send, then POST it as JSON to https://cotlet.dev/api/v1/access-requests.

One call creates the account and sends the access request; we email the user when access is granted.