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Can I automatically merge tickets from the same sender?

Esther
  • Edited
Zendesk Customer Advocate

Question

Is it possible to automatically merge tickets from the same sender?

Answer 

It is not possible to automatically merge tickets from the same sender. You can merge tickets manually but not through business rules. 

For more information, see Merging tickets.

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4 Comments

  • Au Finh Saechao
    • Edited

    While it's not possible natively in Zendesk, Auto Merge is now available on the Zendesk Marketplace!

    You can specify matching criteria for auto merging and restrict it to only certain types of tickets. In Zendesk, simply create a trigger to notify the Auto Merge target. To learn more, see how it works. 

    Edit: Auto Merge is now a standalone app with fixed pricing per subdomain. It was previously a feature of Playlist Ticket Assignment.

    0
  • William Brown

    Hi Au Finh Saechao,

    Awesome to see that Playlist supports auto-merge functionality. 

    Do you know if it is at all possible to reverse the way the merge works? For example, instead of merging the newly created ticket into an old ticket, we want to merge a pre-existing ticket into the new ticket.

    Here's an example:

    1. A user partially completes our sign-up form - a partial complete is logged and a zendesk ticket is created. Our agents work through these tickets to find out why the user didn't complete our sign-up form
    2. The user subsequently completes our sign-up form, a new zendesk ticket is created and the partial complete ticket is no longer required
    3. We want to use playlist to auto-merge the partial ticket into the newly created ticket that was raised when the user completed the form entirely

    Is this possible?

    Thanks in advance!

    1
  • Au Finh Saechao

    @William Brown Thanks for sharing your use case. This is currently not possible, but it's a great suggestion! Makes total sense. We'll definitely consider merging into the new ticket in future versions of Auto Merge.

    0
  • Tamir Bashkin- Adelante | EMEA Reseller Partner

    William Brown we support this at Adelante- you can have a look here for more information: https://getadelante.com/adelante-merge-tickets/

    0

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