Merge Ticket by New Aim

Effortlessly streamline your ticket management with our ticket merging app.

Enhance your workflow efficiency by automatically merging related tickets based on predefined rules. Manually merging tickets in Zendesk can be time-consuming and prone to errors, especially when there's a backlog. Our app automatically merges tickets from the same brand and requester with the same subject, reducing the workload and minimizing human errors. Depending on the customer, an ongoing email conversation might come through as a new ticket—our app takes care of that for you, reducing your headache and keeping your support process smooth and efficient.

Merge Ticket Rules

• Same brand, same requester, same subject (if the ticket has no subject, it will not do anything)
• Email channel only
• Merge Window: 1 month
• Target ticket status is less than solved

Merge ticket direction:

We keep it simple. The app is set up so that new tickets will always be merged into the older (original) ticket.

Result:

The new ticket will be set to Closed. The target ticket will have the new ticket contents merged. After the merge, the target ticket will be set to Open.