Customer context: The customer is asking about the behavior of SLA (Service Level Agreement) policies when tickets are merged in LiveAgent.
Customer question: Is the SLA changed during the merge action?
Solution: When a ticket merge is confirmed in LiveAgent, the merged ticket is automatically deleted and its messages are transferred to the ticket it was merged into. The SLA on the deleted (merged) ticket is no longer active. The SLA from the merged ticket does not affect or update the SLA of the ticket it was merged into in any way; the original ticket's SLA remains unchanged.