The Swifteq Merge Duplicate Tickets app automatically merges Zendesk Support tickets.
Merge Duplicate Tickets app merges Zendesk tickets in real-time. Every time a new ticket is created, the Merge Duplicate Tickets app is notified and a check is made if there are any other tickets that match the criteria you have configured in your Merging Rules. If there is another ticket that matches according to the rules, the tickets are merged.
You would normally set up rules to merge tickets from the same Requester, You can also set up additional Merging Rules with Matching Criteria that does not include the Requester. This allows you to match on fields such as Custom Fields in the ticket. For example, you could set up a rule that checked if the "Order Numbers" were the same in two tickets, and this would automatically merge the ticket regardless of who the Requester was.
You can also set up Merging Rules that match tickets using parsing rules on the text that is extracted from the Ticket Subject, Ticket Description or Any Customer Message or Requester Name.
The app works in a similar way to the manual Merge function in your Zendesk Support where the details of the ticket that is merged are added as a private Comment to the ticket that it is merged into. The ticket that is merged is closed. The ticket the details are merged into remains open.
As part of the Configuration settings for the Merge Duplicate Tickets app, you set up Merging Rules and you can set up Multiple Merging Rules with different criteria. For example, you can set the rules with different Filters or Conditions such as for a different "Group" or for a different "Brand".
The Merging Rules are also set up to control which ticket Statuses can be merged into, for example, you can select whether "Solved" tickets can be merged with new tickets. When merging into a ticket that has a status of "Pending" or "Solved", the status of that ticket will be automatically set to "Open" to ensure that the support team is aware of the information from the new ticket and addresses it.
There are various other options available when configuring the Merging Rules, such as selecting the Merging Direction to merge the newer ticket into the older ticket, or the other way round. You can also customize the text that is added to the Merging Comments.
Once a rule has been triggered, and a ticket has been merged, that ticket is not considered by further rules.
For details of how to configure your Merging Rules, refer to Setting up the Merging Rules. For details and examples of how tickets are auto-merged, refer to What is Merged and What Happens to the Tickets.
No employee or customer data is stored on the Swifteq servers. For more information, refer to the Data Processing Policy page on the Swifteq website.
In this Article
Which Tickets are Checked and Merged?
Configuration and Settings
Merging with Custom Workflows
Other Customizations
Free 14-day Trial and Pricing Options
How the Merge Duplicates Tickets App Works
Finding Tickets that have been Auto-Merged
Summary of Installing, Creating an Account, Connecting and Configuring
Which Tickets are Checked and Merged?
The Merge Duplicate Tickets app only checks and merges newly created tickets.
Any duplicate tickets that are in your backlog before the app was activated will not be merged. If you need your entire backlog to be checked and merged, Swifteq can provide this as a separate once-off service. Please contact us at support@swifteq.com.
Configuration and Settings
As part of the Configuration and Settings, you set up your own rules to control the workflows for your ticket merging. Conditions and filters can be set both for what happens when tickets are merged and which new tickets are considered for merging.
- You are in control of how and when a ticket is considered a duplicate. You can use additional ticket fields for the matching, such as the Subject or Description of the ticket.
- You can define filters to exclude certain tickets from being considered for auto-merging.
- You can set the configuration to send a weekly report with the number of tickets processed and the number of tickets automatically merged. This is sent via an email every Monday to the Swifteq user who created the Swifteq account.
Refer to Setting up the Merging Rules and Changing the Conditions in the Swifteq New Ticket Trigger.
Merging with Custom Workflows
You can set up multiple Merging Rules to set up the auto-merging for your organization's needs. For example, if you need to merge tickets from different Requesters (such as different Customers or different email addresses) but with the same Order ID, or tickets that mention the same phrase.
Other Customizations
The Merge Duplicate Tickets app adds "Private" Comments so customers are not notified when a ticket is merged. If you want the Comments to be "Public" so the customers are notified, you can configure this in the Merging Rule.
Your organization may have other matching requirements such as matching tickets based on text extracted from the Subject or Description, or where tickets have the same unique identifiers such as Order ID. This may be a requirement if tickets are being created on behalf of a customer by third party systems outside of Zendesk (such as PayPal or Facebook). These systems usually use the same email address for all customers when creating the ticket (for example, notifications@paypal.com) and include an identifier for the user or the transaction inside the ticket subject and/or description. For these instances, the Merge Duplicate Tickets can be configured to extract this identifier and look for duplicates using the identifier in the subject or description. For example, if a new email from Facebook includes the user id at the end of the ticket subject such as "User ID: 1234677", the app can be configured to check if there is another tickets that also includes "User ID: 1234677" and merge them based on this criteria only. Customizations such as this can be configured for your organization at no additional cost by contacting us at support@swifteq.com.
Free 14-day Trial and Pricing Options
You can install a free 14-day trial of the Merge Duplicate Tickets app. Refer to Installing the Swifteq Automation Apps.
There are then various pricing options for your subscription. Refer to Subscribing to Merge Duplicate Tickets, Managing your Billing.
How the Merge Duplicates Tickets App Works
The Merge Duplicate Tickets app works by setting up pairs of triggers and webhooks in your Zendesk instance. The trigger is called Swifteq New Ticket . You can modify the conditions of the Trigger to exclude tickets from being checked for duplicates. Refer to Changing the Conditions in the Swifteq New Ticket Trigger.
New tickets created in your Zendesk Support are sent to the Merge Duplicate Tickets app to be checked for duplicates (via the trigger and webhook pair). If a duplicate is found, according to time interval of the Merging Window and any other criteria you set up in the Merging Rules, the two tickets are merged into one.
Finding Tickets that have been Auto-Merged
Bu default, when tickets are merged the app adds a Comment that includes the text "merged by Swifteq".
In your Zendesk Support you can search for "merged by Swifteq" to display a list of tickets that have been automatically merged by the Merge Duplicate Tickets app.
Refer also to Reporting and Tracking Tickets that were Automatically Merged.
You can also display a summary of the tickets checked and the tickets auto-merged within a time range. Refer to Reports for Merge Duplicate Tickets.
Summary of Installing, Creating an Account, Connecting and Configuring
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Install the app
From the Zendesk Marketplace, go to the Swifteq Merge Duplicate Tickets App (or click this link https://www.zendesk.com/marketplace/apps/support/915167/merge-duplicate-tickets/)
and click Start Your FREE 14-day Trial.
Then, from the Zendesk Marketplace > Apps > Merge Duplicate Tickets page, click Install.
Refer to Installing the Swifteq Automation Apps. -
Create a Swifteq account
From your Zendesk Agent Dashboard, open the Merge Duplicate Tickets app from the sidebar. For more information see How we handle Data in our Zendesk Apps.
Refer to Creating an Account for the Swifteq Automation App. -
Connect the Merge Duplicate Tickets app to your Zendesk Support
This authorizes the app to securely access your Zendesk account.
Refer to Activating, Connecting and Authorizing the Swifteq Automation App for your Zendesk Support. -
Configure the Merging Rules and set up the criteria and filters for the Merge Duplicate Tickets app
The Merging Rules in the Configuration control what happens when tickets are merged.
Refer to Configuring the Merge Duplicate Tickets App and Setting up the Merging Rules. -
Make any changes to the Conditions in the Swifteq New Ticket Trigger
The Swifteq New Ticket Trigger is a Zendesk Trigger that controls what activates the app when a new ticket is created and whether the new ticket is considered for merging. This Trigger is set up automatically by the Merge Duplicate Tickets app the first time you apply changes to the Merge Duplicate Tickets Configuration Settings. You can make changes to the Conditions in the Trigger according to your own requirements.
Refer to Changing the Conditions in the Swifteq New Ticket Trigger.
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Enable the Merge Duplicate Tickets App
You then need to enable the app.
Refer to Enabling Merge Duplicate Tickets.