Every comment, with who and when
Each moved comment shows its original author, date and source ticket, and sits in the timeline where it happened.
An app for Jira Service Management Cloud
Merge duplicate tickets. Keep the whole conversation.
FoldTicket folds a duplicate request into the original: every comment with its author and date, internal notes kept internal, attachments, watchers and request participants. The duplicate is closed with a link, every merge is logged, and you can undo it.
Try the interactive demo
Coming soon to the Atlassian Marketplace
Why FoldTicket exists
Service desk teams have asked for this for a long time. Atlassian's public request JSDCLOUD-4685, "Merge issue feature needed", has 1,237 votes and 469 watchers. Its status is "Future Consideration".
Figures read from the public tracker on 15 November 2026. FoldTicket is not affiliated with that request or with Atlassian.
Duplicates split the story in two
A customer emails twice. Someone replies to an old thread and a new ticket appears. A manager raises the same problem for their whole team. Now two agents answer the same person, and the history lives in two places.
A "duplicates" link records that the tickets are related, but the comments, files and people stay where they were. FoldTicket moves them onto one ticket, so the next agent sees everything.
- Answers in two placesThe customer gets two replies, sometimes different ones.
- Files left behindThe screenshot that explains the problem sits on the ticket nobody is looking at.
- People drop offWhoever raised the duplicate stops hearing about progress once it is closed.
- Private notes at riskCopying text across by hand makes it easy to post an internal note where the customer can see it.
What FoldTicket does
Built for agents who want one ticket per problem, and admins who want to see what changed.
Internal stays internal
Internal notes are moved as internal notes. Replies to the customer stay public. Nothing changes who can see it.
Files and people come too
Attachments, watchers and request participants move to the original. The duplicate's reporter is added as a participant, so they keep getting updates.
Likely duplicates, suggested
Open a ticket and see similar open requests: same reporter, similar summary, raised close together. The check runs inside Atlassian.
A clear audit log
Who merged what, when, and exactly which items moved. Admins can review every merge in one place.
Undo when you get it wrong
Merged the wrong pair? Undo from the log: the moved items come off the original and the duplicate reopens as it was.
How it works
Three steps, all inside the ticket view you already use.
Spot the duplicate
Open a request. FoldTicket lists likely duplicates and why it thinks so, or you pick any ticket with "Merge into…".
Check the preview
See exactly what will move, how many comments are internal, and what happens to the duplicate, before anything changes.
Merge, and undo if needed
Everything lands on one ticket, the duplicate closes as "Duplicate" with a link, and the merge is logged with an Undo button.
What a merge keeps, compared with a plain link
Linking a duplicate is quick and safe, and it's often enough. When the conversation needs to continue in one place, this is the difference.
| On the original ticket after you're done | Plain link | FoldTicket merge |
|---|---|---|
| Comments from the duplicate | Stay on the duplicate | Moved, with original author, date and source |
| Internal notes vs replies to the customer | Stay on the duplicate | Moved, and each keeps its visibility |
| Attachments | Stay on the duplicate | Copied to the original |
| Watchers and request participants | Not added | Added to the original |
| The duplicate's reporter | Stops getting updates | Added as a request participant |
| Labels and other links | Not carried over | Combined on the original |
| The duplicate itself | Closed with a link | Closed as "Duplicate" with a link, never deleted |
| Record of what changed | Ticket history only | Merge log listing every moved item |
| Reversing it | By hand | Undo from the merge log |
Runs on Atlassian. Your tickets stay there.
FoldTicket is built on Forge, Atlassian's app platform. It runs inside Atlassian's cloud and has no servers of its own.
No data leaves Atlassian
Tickets, comments and files are read and written through Atlassian's own APIs, inside Atlassian. Nothing is sent to us or to anyone else.
No outside AI
Duplicate suggestions are worked out from ticket text inside the app. No ticket content goes to an AI service.
Only a merge log is stored
The app keeps a log of merges (which tickets, who, when, which items moved) in Atlassian's app storage, so you can review and undo.
Pricing
Planned pricing Final prices will be shown on the Atlassian Marketplace at launch.
Small teams
Free up to 10 agents
- Every feature, including Undo
- Full merge log
Larger teams
About $1 per agent per month
- Same features, no limits on merges
- Billed by Atlassian with your other apps
Atlassian bills Marketplace apps by the number of users on your Jira Service Management plan, in tiers. The exact tier prices will follow that model.
Questions
Does any of our data leave Atlassian?
No. FoldTicket runs on Forge, inside Atlassian's cloud. It has no external servers, doesn't call outside services and doesn't send ticket content to an AI provider. We, the developer, can't see your tickets.
What does FoldTicket store?
A merge log, kept in Atlassian's app storage for your site: the two ticket keys, who ran the merge and when, and the IDs of the items it moved, so Undo knows what to take back. Comment text and files stay in Jira itself. See the privacy policy for details.
What can Undo reverse?
Undo takes back what FoldTicket did:
- removes the comments and attachments it copied onto the original ticket
- removes the watchers, request participants, labels and links it added (unless they were already there before the merge)
- reopens the duplicate in its previous status and removes the "Duplicate" resolution and the merge link
What can't Undo reverse?
- Emails and notifications Jira already sent because of the merge.
- Anything people did after the merge, such as new replies on the original ticket. Those stay.
- Edits someone made to a moved comment. If a moved item was changed or deleted by hand, Undo leaves it and tells you.
- Effects outside the two tickets, such as automation rules or SLA timers that ran in the meantime.
The duplicate is never deleted, so its own comments and files are always still there.
Will the customer see internal notes after a merge?
No. Each comment keeps its visibility. Internal notes are moved as internal notes, and replies to the customer stay public. The preview tells you how many of each will move before you confirm.
Comments show who wrote them. How?
Jira records the app as the author of any comment the app posts, so each moved comment starts with a line naming the original author, the original date and time, and the ticket it came from. Moved comments are placed in date order in the timeline.
Which products does it work with?
Jira Service Management Cloud. Data Center and Server aren't supported.
When can we install it?
FoldTicket is in development and not on the Atlassian Marketplace yet. You can try the interactive demo now. It runs entirely in your browser with made-up tickets.
Coming soon to the Atlassian Marketplace
FoldTicket isn't available to install yet. The demo shows the full merge, preview, log and Undo with a simulated service desk.