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.
4 Comments
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.
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:
Is this possible?
Thanks in advance!
@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.
William Brown we support this at Adelante- you can have a look here for more information: https://getadelante.com/adelante-merge-tickets/
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