Hi.

I would recommend submitting this to Support, but my guess is that the response will be that this is a Feature Request or Design Limitation.

Regards,

A ticket cannot be merged in Freshdesk if the thread limit is breached or if Freshservice threads are present. This is similar to how exceeding video clip lengths or having unsupported formats in a video editing app can prevent you from successfully editing or exporting videos. Just like you need to ensure the clips meet the app's requirements for smooth editing, in Freshdesk, you need to check that the thread limits are within acceptable bounds. If the threads exceed, you may need to manage them.

Hi ​@eir 

Thank you for bringing this up. 

The error indicating that "the ticket cannot be merged if the thread limit is breached in Freshservice" is due to the threading limitations in the Freshdesk integration with Freshservice. Currently, Freshdesk and Freshservice threads impose constraints on the number of threads per ticket, anchors, or messages to maintain system integrity.

As a workaround, ensure that the ticket threads in each platform do not exceed the thread or anchor limits set by Freshdesk and Freshservice. If merging is critical, you can consolidate information from affected tickets manually into a single ticket. Additionally, configuring automations to alert when thread limits are nearing might help proactively manage the ticket threading and merging process.

For more efficient usage, you may also explore breaking complex queries into child tickets or Shared Ownership to avoid exceeding thread limits while maintaining collaboration across teams.

Thank you