Last updated: 2023-05-26

Source: https://support.freshdesk.com/support/solutions/articles/50000006009-how-to-merge-tickets-using-the-auto-ticket-merger-app-

TheAuto Ticket Merger app enables you to merge multiple tickets raised by the same contact within a short time interval. Suppose a contact raises one ticket after the other by mistake or as a follow-up within a short period. In that case, the Auto Ticket Merger app merges the tickets raised within the specified time period.

Some benefits of using the app are avoiding duplicate tickets, multiple agents handling the same issue, and increased agent productivity. Here is a videoon how the app works.

Note:

1. The primary connector is email ID, so the ticket merger app will NOT work for tickets raised via Facebook or Phone.

2. Please ensure there are no mandatory fields in the ticket. This app CANNOT merge tickets that have mandatory fields.

Installing the Auto Ticket Merger app

To install the app,

  • Login to your helpdesk portal as an Admin.
  • Go to Admin > Support Operations > Apps.
  • In the Search apps text box, search for the  Auto Ticket Merger app.
  • Click Install and configure the details, such as the API Key and Domain.

    • Setting up the Auto Ticket Merger app

  • Window Duration \- You can define the time period during which the app will merge tickets received from the same contact. The time is configured in minutes.
  • Exclude Emails and Domains \- You can exclude the emails and domains belonging to contacts whose tickets should never be merged.
  • Include Emails and Domains \- You can include the emails and domains belonging to contacts whose tickets should be merged regardless of time.
  • Click Install.

    • Here is an image with a sample configuration.

    Auto Ticket Merger configuration

    Note: Include “@” Infront of your domain, example - @xyz.com.