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Automerger

Merge duplicate tickets automatically in the stipulated time span.
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71 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.
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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.
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