Status
FoldTicket isn't on the Atlassian Marketplace yet. These docs describe the app as it's built today. Details may change before launch. You can try the full flow now in the interactive demo.
FoldTicket is an app for Jira Service Management Cloud. It works in the new issue view of service projects. Data Center and Server aren't supported.
Install
Once listed, a Jira site admin installs FoldTicket from the Atlassian Marketplace, like any other app: in Jira, go to Apps, then Explore more apps, search for FoldTicket and choose Get app. Atlassian shows the permissions the app asks for before you confirm.
After installing, three things appear:
- Merge into… in the ticket's
•••menu. - A FoldTicket panel in the ticket's side panel, listing likely duplicates.
- A settings page with the merge log, under Apps > Manage apps > FoldTicket > Configure.
On tickets in other kinds of projects, FoldTicket says “Service projects only” and does nothing.
Merge a ticket
- Open the duplicate, the ticket you want to close.
- Choose Merge into… from the
•••menu, or click a suggestion in the FoldTicket panel. - Pick the ticket to keep. Search by key or summary.
- Check the preview. It lists every comment, file and person that will move, how many comments are internal, and what happens to the duplicate. You can untick any category, or swap which ticket you keep.
- Confirm. The merge runs in the background and shows its progress. You can close the window; it carries on.
If either ticket changes between the preview and the merge, FoldTicket shows you a fresh preview to confirm again. A duplicate can only be merged once, and only into one ticket, even if someone double-clicks.
What is copied
| From the duplicate | On the ticket you keep |
|---|---|
| Summary and description | Added as one internal note. |
| Comments | Copied in their original order. Jira shows FoldTicket as the author, so each copy starts with a line naming the original author, the date and time, and the source ticket. |
| Attachments | Copied, up to the size limit in settings (10 MB per file by default). Larger files are listed as “not copied”. |
| Watchers and request participants | Added if they aren't there already. |
| The duplicate's reporter | Added as a request participant when different from the kept ticket's reporter, so they keep getting updates. |
| Labels, components, issue links | Added. Components are matched by name. |
Then FoldTicket adds a “duplicates” link, adds an internal note on both tickets, and closes the duplicate with the resolution Duplicate (when your workflow allows it, and if auto-close is on). The duplicate is never deleted. Its own comments and files stay on it.
Optionally, the agent can post a public reply on the duplicate telling the customer that updates will come on the other ticket. That's off by default, because it sends the customer an email.
Who can see what
The rule FoldTicket never breaks: an internal note must never become visible to a customer. Every decision fails closed.
- A comment is copied as public only when every signal from Jira says it's public. Missing or conflicting signals mean internal.
- Comments restricted to a role or group are copied with the same restriction.
- Just before copying, FoldTicket reads each comment again and keeps the stricter visibility. A comment can only become less visible between preview and merge.
- Different customers: by default, public replies stay public only when both tickets have the same reporter. Otherwise they're copied as internal notes, so one customer never sees another's messages. Admins can choose “keep public” or “always internal” instead.
- A file is copied as public only if it belonged to a comment that's copied as public. Every other file is copied as internal.
Duplicate suggestions
The FoldTicket panel lists open tickets in the same project, from the last 30 days by default (the lookback window in settings), that look like the one you're on. It compares the wording of the summary and description, and ranks tickets from the same reporter or the same company email domain higher. It shows why it thinks each one is a match.
All of this runs inside the app on Atlassian's platform. No ticket text is sent to an AI service or anywhere else. Suggestions never merge anything on their own.
Undo
Undo is available from the merge log and the FoldTicket panel for 7 days after a merge by default. Admins can set it from 1 to 30 days. Before you confirm, Undo shows what it will and won't do.
Undo will
- Remove the comments, notes and attachments the merge added to the kept ticket.
- Remove the watchers, request participants, labels, components and links the merge added. Anything that was already there before the merge is left alone.
- Reopen the duplicate in its previous status and remove the “Duplicate” resolution and the link.
- Add a note on both tickets saying what was undone.
Undo can't
- Unsend emails and portal notifications Jira already sent, for example to customers about copied public comments.
- Remove Jira's own history entries.
- Remove replies people added after the merge. Those stay.
- Reverse what automation rules, SLA timers or other apps did in reaction to the merge.
- Reopen the duplicate if your workflow has no way back to its previous status. It stays closed and the undo note says so.
Undo is blocked if the kept ticket was itself merged into another ticket later. Undo that later merge first.
Merge log
Admins see every merge, retry and undo on the settings page, in the Audit log tab: which tickets, who ran it and when, how many items moved, and whether it was undone.
Settings
| Setting | What it does | Default |
|---|---|---|
| Lookback window | How far back suggestions look for similar tickets. | 30 days (1 to 365) |
| Auto-close | Close the duplicate with resolution Duplicate after merging. | On |
| Note wording | The text of the notes FoldTicket adds to both tickets, including when Undo is available until. | Plain English, editable |
| Public comments across customers | Internal if different customer, keep public, or always internal. | Internal if different customer |
| Largest attachment | Files above this size aren't copied, and are listed. | 10 MB (1 to 100) |
| Undo window | How long Undo stays available after a merge. | 7 days (1 to 30) |
Permissions and scopes
What the agent needs
Before a merge starts, FoldTicket checks, as the agent, that they can browse, edit and comment on both tickets. Finer rights are checked too, and anything the agent couldn't do by hand is skipped: adding attachments, managing watchers and linking on the kept ticket, and transitioning the duplicate. Comments the agent can't see are never copied.
The copying itself runs in the background as the FoldTicket app, because background jobs on Atlassian's platform don't run as a user. That's why copies are posted by “FoldTicket”.
What the app asks Atlassian for
| Scope | Why, in plain words |
|---|---|
read:jira-work | Read tickets, comments and their visibility, attachments, watchers, links, transitions and components, search for similar tickets, and check the agent's permissions. |
write:jira-work | Add and (for Undo) remove comments, attachments, watchers, labels, components and links, and close or reopen the duplicate. |
read:jira-user | Know which agent ran a merge, for the log and the notes. |
read:servicedesk-request | Read the request's reporter, request participants and whether each comment is public. |
write:servicedesk-request | Post comments and attachments with the right visibility, and add or remove request participants. |
storage:app | Keep the merge log and settings in the app's storage inside Atlassian. |
The app has no permission to call anything outside Atlassian.
Data and security
- Runs on Atlassian. FoldTicket is built on Forge. It runs on Atlassian's infrastructure, has no servers of its own and makes no calls outside Atlassian. Its storage follows your site's data residency.
- What it stores: a merge log in the app's storage for your site: ticket keys and IDs, the account ID and display name of who merged or undid and when, the IDs of the items it added, the duplicate's previous status, and counts. No comment text and no files.
- What it doesn't do: no analytics, no tracking, no AI services. We, the developer, can't see your tickets.
See the privacy notice. To report a security issue, see Support.
When something goes wrong
- Busy site: if Atlassian asks the app to slow down, the merge pauses and resumes by itself.
- One item fails (for example a watcher who no longer has access): it's recorded as skipped and the merge carries on.
- Anything else stops the merge with a message such as “Stopped at step 7 of 15”. You can then choose Retry from where it stopped or Undo what was done. Retrying never posts the same comment twice.
Uninstall
A site admin can uninstall FoldTicket under Apps > Manage apps. Comments, files, people and links that merges added are ordinary Jira content, so they stay on your tickets. The merge log is kept in the app's Forge storage for your site and is handled under Atlassian's rules for app data. Questions? Contact support.