Miguel Matias

Hi guys, I want to ask you something about prevent duplicated tickets. We have seen that our customers make a request (by Zendesk form), and do not wait until the resolution, so they make another request with the same specifications (We have a custom field for the specific inquiry).

And on the other hand, in the company we have additional service channels that allow our clients to create new tickets.

My question is, is it possible to merge tickets that share 3 conditions (same email, same custom field and status less than resolved) based on triggers?

Regards