It would save us a lot of time and admin if there was a way to automatically merge tickets based on the ticket subject.
Any chance we can make this happen with a trigger, automation or macro?
Feedback submitted
Automaticaly Merge Ticket
Hi Shayne,
Thanks for your quick reply.
If that is the case, can we please add it to the improvement pipeline?
Cheers,
- Employee
Hi Susana,
You're welcome! Sure. We'll add this in the improvement pipeline.
Best regards,
Shayne Traqueña | Associate Customer Advocate |
Hi @polyglot
we were dealing with exactly the same problems as you.
We now created an app for us to solve this issue once and for all. If you want it too, check it out here: https://www.zendesk.com/marketplace/apps/support/261277/auto-merge-duplicate-tickets/
It checks if the same customer (email) opened multiple tickets (new, open, pending) and notifies you in the sidebar if the current ticket has any duplicates (by showing you the subjects & an extract of the message)
You then just need to click 1 button and automatically merge them all or unselect a few, if you don't want to merge them all (e.g. because it's a different problem)
The merged tickets will be solved/closed automatically and it automatically adds a private note with a link to the ticket this was merged into, so your tickets stay organized.
It's super simple & efficient, and we tested it with 10,000s of our own tickets.
Feel free to check it out: https://www.zendesk.com/marketplace/apps/support/261277/auto-merge-duplicate-tickets/
And let us know what you think or if you have any suggestions to improve it
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Hi Susana,
I have researched your use case to see if there is workflow or workaround that could be adopted and unfortunately there is not. Tickets are assigned an individual Ticket ID and are not "subject based" in a matter that would provide a means to automate the ticket merging process.
My apologies for not being able to find an option to address your need within Zendesk functionality.
Best regards,
Shayne Traqueña | Associate Customer Advocate |