The Automerger App will find the similar tickets based on the field selection, 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. To identify the parent/ primary ticket, the user is provisioned to select the field to store the parent ticket Id. According to the field selection, the primary ticket Id will be saved in the child ticket's property. 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 and a note would be added in the secondary ticket for reference • 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.

1. Enter the Freshservice URL e.g. if your Freshservice URL is xyz.freshservice.com. 2. Enter the Freshservice API key as generate in the first step. Reference link: https://support.Freshservice.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 "Parent Ticket ID" tab user can select the field in which the parent ticket id has to be updated 7.In " Closing Fields" tab user can enter the values for the mandatory fields for closing the duplicate tickets. 8.In "Merging Fields" tab user can select the fields for merging the tickets. 9.After providing all the details click on "Install".