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OverviewRatings and ReviewInstallation InstructionsPrivacy & Security
This app brings a much-needed functionality where if the same customer raises two or more tickets in a short time span (you can set a time span of your choice), the tickets following the first one will all automatically merge with the first ticket. (All the other tickets except the first one will get automatically marked as 'Closed')
Use case: If an e-commerce purchase fails, sometimes customers raise one ticket after another in short spans of time. This app will automatically merge all tickets into one as long as they are from the same email ID.
Important things to note:
1. The primary connector is email ID, so the ticket merger app will NOT work for tickets raised via Facebook, Twitter, or Phone.
2. Please ensure there are no mandatory fields in the ticket. This app CANNOT merge tickets that have mandatory fields.
3. To differentiate app merged tickets, both the primary and secondary tickets will have a private note with the suffix "by the Auto Ticket Merger App" text on it.
4. If the primary ticket is closed, no new tickets will be merged with it. Resolved tickets will still be considered for merging.
This app is amazing for making the process of automated ticket management hands off, but creating a duplicate note, even for the purposes of internal organization looks really disorganized and makes a ticket more complex than it needs to be. Otherwise it seems to be functioning exactly as it should, I tried to build an automation that would remove the second reply but deleting a note isn't an action an automation can handle unfortunately.
Please seriously consider reworking whatever causes this duplicate internal note.
Jaron Martin
5 months ago
A recent update has introduced the impressive feature of including attachments in merging operations. Thanks a lot!
It does appear like two nearly identical private notes are being added though. You'll notice both private notes indicate which ticket the merge was performed to as well as the subject and description.
The only major difference is the 1st private note contains the attachment while the 2nd one does not.
One minor difference is the first note shows "Merged from ticket 12345", while the 2nd one shows "Merged from ticket 12345 by the Auto Ticket Merger App!" It may be cleaner to add the phrase "by the Auto Ticket Merger App!" to the first private note and eliminate the 2nd duplicate note completely, resulting in a cleaner and less confusing merge. This may be helpful for customers who were using this phrase to trigger additional automations.
App Developer
3 months ago
Thanks for the detailed review and feedback, Jaron.
The inclusion of attachments is not the app feature. The Freshdesk API automatically does it.
I will consider your feedback and address how to tackle the private note duplication, as the API has recently been changed to duplicate instead of modifying the first private note.
Does it help to see the text "by the Auto Ticket Merger App!" on the private note to differentiate between app and agent-merged tickets, or is it not required?
- Raviraj from Freshworks
Keith L
5 months ago
works well!
David Torné
8 months ago
Automatically merging tickets is a totally necessary functionality for me, but this app has not been useful to me because sometimes it merges closed tickets, potentially losing customer tickets.
App Developer
3 months ago
Hi David,
Thanks for sharing your feedback.
In the version 12, the app is enhanced to not merge the tickets with resolved and closed tickets. Please update the app and check it out.
- Raviraj from Freshworks
When a customer raises multiple tickets, you can choose the time interval within which they need to be merged. You can enter any custom time frame that is convenient for you.
Configurations available:
Window Duration: The window duration (in minutes) within which similar tickets will be merged. For example, 30 will merge the tickets raised within 30 minutes with the primary ticket from the same requester.
Exclude Emails: List of emails that will always be excluded in the condition.
Include Emails: List of emails that will always be merged regardless of the window duration configured. Whenever a ticket is received from this email, it will always be merged into their first ticket.
Include Domains: List of domains that will always be merged regardless of the window duration configured. Whenever a ticket is received from an email with this domain name, it will always be merged to their first ticket. Example format: "@freshworks.com".
Exclude Domains: List of domains that will always be excluded from the condition. Whenever a ticket is received from an email with this domain name, it will always be ignored by the app. Example format: "@freshworks.com".
Merge Tickets from all Portals: Configure whether to merge tickets from all the portal or mark NO to check for matching portals as well.
Included Sources: Sources to watch out for tickets to be merged. Only tickets from the configured sources will be merged in the configured window duration.
Require the app's IP to add to your network's allowlist: The app will make API requests from a fixed set of IP addresses that can be allow-listed at your network if required.
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Version History
13.0 (October 2024)
1. Fix: Every other ticket was kept open. Now merges all secondary tickets from the same requester with the first ticket.
2. Only closed tickets are excluded from merging; resolved tickets are eligible. [Please share feedback on your expectations]
3. Product updates for primary tickets are considered for merging, while secondary tickets are considered with their initial product when they are created.
12.0 (August 2024)
Tickets will no longer be merged with resolved or closed tickets.
11.0 (June 2024)
Bug fix: The app will add custom private notes with "by the Auto Ticket Merger App" text instead of the default merged note to classify automated and manual merge actions.
Also, the app has been migrated to platform version 3.0 (latest by now).
10.0 (May 2024)
The issue that created multiple private notes for merged tickets is fixed.
9.0 (March 2024)
1. Enabled Static IP: Optionally, the app makes API requests from a fixed set of IP addresses to allowlist in your network if required.
2. Uses Ticket Merge API: Native Ticket Merge API is used to merge the tickets. It will enable analytics and other capabilities provided by Freshdesk for merged tickets.
8.0 (January 2024)
Fixed a minor bug in configurations to retain the configured sources while reconfiguring or updating the app.
7.0 (August 2023)
In response to user feedback, we’ve introduced a new feature that allows users to choose which sources should be considered for merging tickets. With this implementation, users now have the flexibility to select their preferred sources or stick with the default option, which includes all sources for ticket merging.
6.0 (June 2023)
No release notes found
5.0 (January 2023)
No release notes found
4.0 (September 2021)
No release notes found
3.0 (September 2021)
No release notes found
2.0 (September 2021)
No release notes found
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