I know this has been asked in the past but I feel like I might be missing something and wanted to check if anything had changed since some of those older 'merge' related questions...
We get a lot of customers who send multiple tickets in a short space of time (i.e. over a few hours). When our agents log in, they always work on new tickets from oldest to newest, which means they can end up answering the same person multiple time (sometimes you remember answering the same person half an hour ago, some times you don't realise it's the same person). Worse is when the last email from someone is to say they have solved their issue and you've wasted time answering one or more of their earlier requests.
Is there no way to automatically merge all tickets from the same email address within a set time frame (i.e. 24 hours) into a single ticket?
Yes, I get the counter argument I've seen from ZenDesk reps that someone might report multiple issues within that time frame... and for larger organisation where different departments answer different types of queries, I can see how a merged ticket could be a real pain...
But for the vast majority of smaller businesses, where a small support team answers all queries, automatic merging would save so much time and confusion - for both agents and customers.
Is there any way to do this yet using a trigger/automation?