Here is what happens after setting up the action Merge Tickets using a user email. The action allows your Ultimate virtual agent to:
  1. look for tickets from the same visitor email 
  2. check for the tag(s) among the tickets found
  3. count which tag has the most tickets  
  4. merge them "based on certain Zendesk tags" and "Zendesk tags to ignore" conditions set in the Ultimate Dashboard to the oldest ticket found 

Merge Tickets based on Zendesk Tags

Let's say we have found four tickets from the same visitor, and each ticket has its own tags:
  • Ticket 1: refund, EN, bot_reviewed
  • Ticket 2: package_location, EN, bot_reviewed
  • Ticket 3: refund, FR, bot_reviewed
  • Ticket 4: refund , FR
In this example, you want to merge tickets that have the tag refund by including it to the action Merge Tickets.
The virtual agent looks at the tickets that have the tag refund (Ticket 1, 3 and 4), and merges Ticket 3 and 4 to the oldest ticket (Ticket 1). In this example, Ticket 2 remains untouched.

Merge Tickets + Zendesk tags to ignore

These tags will not be taken into account during the merge tickets action.

Keep in mind that after locating all the tickets from the same visitor email, the virtual agent will look for common tag(s) among the tickets found and merge them to the oldest one.

Let's use the same example as the one above and say the bot has found these four tickets from the same user:

  • Ticket 1: refund, EN, bot_reviewed
  • Ticket 2: package_location, EN, bot_reviewed
  • Ticket 3: refund, FR, bot_reviewed
  • Ticket 4: refund , FR
The action then looks for the common tag(s) among those tickets and counts which tag has the most tickets. So in this example, there are:
  • refund: 3 tickets
  • bot_reviewed: 3 tickets
  • EN: 2 tickets
  • FR: 2 tickets
  • package_location: 1 ticket
Right after that, the action examines the "based on certain Zendesk tags" and "Zendesk tags to ignore" condition. The generic tags EN FR bot_reviewed should be excluded which means the tags that are left are: 
  • refund: 3 tickets
  • package_location: 1 ticket
From these two tags, the virtual agent chooses the tag that has most tickets (this way we merge more tickets). This means that the virtual agent will now merge the tickets that have the tag refund:
  • Ticket 1
  • Ticket 3
  • Ticket 4
The virtual agent will then check which one of these tickets is the "oldest". In this case Ticket 1 is the oldest. It will therefore merge Tickets 3 and Ticket 4 into Ticket 1. Ticket 2 will remain untouched.
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