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Zendesk Support Auto Merge App

Automatically merge duplicate tickets from the same user in Zendesk.

14-day free trial
$200 per month

No credit card required with coupon code TRIALWOCC.

 
 

Merge rules

Create different merge rules for different scenarios. For example, you could have a rule specifically for email and another for live chat. Each rule lets you specify matching criteria, merge window, and other parameters.

Matching criteria

Select fields that should match when searching for duplicates.

You can even use regular expressions to extract unique identifiers such as user ID from subject and match tickets based on the extracted text.

Matching criteria

Merge comments

Customize merge comments with special placeholders. Optionally, make them public so that requesters can be notified when tickets are automatically merged.

Auto merging tickets in real time

Once you have configured merge rules, create a trigger to notify the Auto Merge Webhook included with the app. If the webhook finds a duplicate based on your rule, it will be merged immediately.

And more…

  • Merge your backlog

    Create scheduled jobs to merge your backlog in batches. Select the appropriate view and watch your tickets merge automatically.

  • Exclude specific users

    You’ll most likely want to prevent auto merging tickets from internal users, messaging bots, or specific emails. Since Auto Merge uses triggers and views, you can simply exclude them from your trigger or view.

  • Live chat & phone

    Safely merge live chat and phone tickets by merging the older ticket into the new ticket. This can be configured per channel.

“Auto Merge is truly the BEST THING EVER, it is simple, easy to set up and extremely powerful. It's given us back so much time. We created a view to just watch all our merges and we can see tickets being answered more quickly and efficiently.”

— Barbara, Head of Customer Success at Fi

Start auto merging tickets today!