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Automatic merging tickets

Related products:Support
  • January 21, 2020
  • 12 replies
  • 19 views
M

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

 

    This topic has been closed for replies.

    12 replies

    Brett Bowser
    • Brett BowserCommunity Manager
    • Community Manager
    • January 21, 2020

    Hi Miguel,

    I'm afraid the only way to merge tickets is manually from within the agent interface. Triggers/automations are unable to automatically merge tickets at this time.

    Let me know if you have any other questions for me!

      A
      • Alpesh11
      • July 8, 2020

      How about now?  For such a market-leading platform, there's got to be a way for this to happen.

      Our agents spend a lot of time merging and making sure we don't duplicate replies. Can you please provide a non-manual workaround? Many Thanks!

        Au59
        • Au59
        • August 10, 2020

        Auto Merge for Playlist is now live! 

        You can specify matching criteria and a merge window (in hours). In Zendesk, simply create a trigger to notify the Auto Merge target.

        To learn more, see Automatically merge tickets in Zendesk.

          Au59
          • Au59
          • January 12, 2021

          Because Auto Merge has been so popular, it's now a standalone app on the Zendesk Marketplace with fixed pricing: https://www.zendesk.com/apps/support/auto-merge/

            Stacey12
            • Stacey12
            • January 13, 2021

            Hi everybody,

            My name is Tamir from Adelante, we're a Zendesk Select implementation partner. We've just released an add-on product for Zendesk that solves this issue. Essentially what we do is look for a duplicate ticket from the same requester, based on your individual criteria (i.e. order number, voucher number etc) and if we find an exact match- we solve the duplicate ticket so the agents don't have to work two tickets regarding the same issue. This is an omni channel duplicate detection, which means that we can also solve older email tickets, if the customer contacted you via chat, phone or WhatsApp.

            You can find out more about us and the product here: https://getadelante.com/adelante-merge-tickets/ . Let me know if you have any questions and I'll be happy to answer!

             
            M
            • Monica11
            • October 17, 2022

            I would like to see the ability to merge built into Zendesk.

              Automate
              • Automate
              • October 18, 2022
              Hi all,
              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 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.

              And let us know what you think or if you have any suggestions to improve it
                Betty12
                • Betty12
                • May 13, 2024

                Is this available yet? To auto merge using Triggers or Automation?

                Au59
                • Au59
                • May 14, 2024

                @betty12  Our original Auto Merge App has been live for a while now. You can auto merge using Zendesk triggers to merge in real time or a scheduled job to merge tickets from views in batches (more robust than using Zendesk automations). Sorry, I haven't updated this thread since we first launched it.

                Betty12
                • Betty12
                • May 14, 2024

                Thank you Au Finh. We are awaiting this feature to become available to Enterprise users, rather than pay for an additional app, so I appreciate your help but not what we're looking for atm. 

                Gaurav12
                • Gaurav12Employee
                • Employee
                • June 18, 2024

                Hi All, 

                 

                This capability is available in an EAP program built on top of our AI add on. You can find more details here. 
                https://support.zendesk.com/hc/en-us/articles/6885971957914-Merging-related-tickets-based-on-AI-suggestions-EAP
                 

                Betty12
                • Betty12
                • August 8, 2024

                Great, I'll take a look at this. Thank you and sorry for the late reply.

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