Feature Request: Automatic Ticket Merging

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Hannah Lucid

Posted Jan 05, 2023

Hello,

We have seen that our teams/customers make a request via Guide and are not waiting until the first response or resolution, so they make another request with the same specifications. One of our teams in specific receive an egregious amount of tickets, and it bogs them down trying to manually merge duplicative tickets. Is there any way Zendesk could implement a Trigger option to automatically merge duplicate tickets? Whether it be by multiple "ALL" conditions or something? I see that there are applications out there, but that is an additional cost. 

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3 comments

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      Jahn Bronilla

      We're using this Auto Merge and works perfect :) 

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      Sorin SWQ

      Hannah, you have another option for auto-merging :)

      Merge Duplicate Tickets app

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      Amie Brennan

      Hey Hannah, 

      Whilst there is no automatic merging ability available built into Zendesk yet, there is an app in the marketplace that can do Auto Ticket merging for you. You can check it out here:

      - Auto Merge

      Hope this helps. :)

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