Merge duplicate tickets automatically in the stipulated time span.
Paid
3.0 (3)
70 installs
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OverviewReviews How to install?
The Automerger App will find the similar tickets based on the field selected, within the particular time frame.
APP working Principle:
The app finds duplicates based on ticket field values. You can choose multiple fields to act as the condition for finding duplicates.
1. Group
2. Status
3. Priority
4. Subject
5. Requester (default)
Configuration page:
At the APP configuration page, the user is provisioned to enter the time frame and choose the ticket fields to find the duplicate tickets dynamically.
On APP Installation:
The APP will create new custom field in your domain for updating the primary ticket ID.
The custom field would be “Primary Ticket ID”.
On Creation of new ticket:
On creation of a ticket, the APP will read the matches of the subject line, email requester and find the existing tickets within the time boundary.
• The merging here is the same as how we do in Freshdesk. The secondary ticket would be merged with the primary ticket.
• The custom field of the secondary ticket will be updated with the primary ticket ID.
On Conversation:
• If a reply is sent to the secondary ticket after merging, it would appear in the primary ticket as it would do in the normal merging in Freshdesk.
• The conversations and other details like notes and attachments could be also be carried over.
3.0
70 installs
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porkumaran null
28 days ago
test review test
Albert Geisler Fox
9 months ago
Terrible. Tickets are closed but not properly merged
App Developer
8 months ago
Hi Albert,
We apologize for the inconvenience you've experienced.
Could you please share the scenario you tried? We value your feedback and would like to address any issues you may have encountered.
Feel free to send your query to us at support@identifyyou.in, and we'll be more than happy to assist you.
Thanks in advance for your understanding and cooperation.
Best regards,
Support Team,
IdentifYou.
1. Enter the Freshdesk URL
e.g. if your Freshdesk URL is xyz.freshdesk.com.
2. Enter the Freshdesk API key as generate in the first step.
Reference link:
https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key
3.Enter the merge time span and in dropdown select minutes or hours
e.g. 20
4.Click on validate button.
5.On successful validation the app will redirect to next page.
6.In "Merging Fields" tab user can select the fields for merging the tickets.
7.In " Closing Fields" tab user can enter the values for the mandatory fields for closing the duplicate tickets.
Not an Admin? Share this app with your admin to install it for you.
Version History
Version 7.0
Released on Dec 15, 2023
Bug fix:
Resolved the merging issue when multiple tickets are created simultaneously.
Version 6.0
Released on May 31, 2023
In this version we have fixed the following bugs.
1.Whenever a conversation is created the app was reopening the ticket. Now the app will not reopen the ticket. The app will transfer the conversation and close the ticket.
2.If you select status as merging condition then, the tickets with same status will merge.
3.Fixed UI issues in configuration page.
Version 5.0
Released on Apr 12, 2023
There is no change in the functionality. Pagination has been included in all the mapping fields.
Version 4.0
Released on Aug 23, 2022
Version 3.0
Released on Jul 29, 2022
Version 2.0
Released on Jul 27, 2022
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