When you have checked and made any changes to the Merging Rules in the Merge Duplicate Tickets configuration, made any changes if needed to the Swifteq New Ticket Trigger, and when you are ready to start auto-merging tickets, you need to enable the app.
In this Article
Enabling Merge Duplicate Tickets
Send Weekly Report with the Number of Tickets Merged
Disabling Merge Duplicate Tickets
Enabling Merge Duplicate Tickets
Enable the app from the Merge Duplicate Tickets Configuration settings.
- If the Configuration settings are not already displayed. login to Zendesk as a user who has access to the Merge Duplicate Tickets app.
- On the left-hand side of the Zendesk Agent Dashboard, click the Merge Duplicate Tickets icon in the sidebar.
- On the Configuration Settings, click the Enable/Disable toggle so this shows as Auto-merging is enabled.
Once the app is enabled, any new tickets that are created are automatically considered for merging.
Send Weekly Report with the Number of Tickets Merged
On the Configuration you can checkmark Send weekly report with the number of tickets merged.
This will send an email every Monday to the Swifteq user who created the Swifteq account with a summary of the tickets processed and the tickets that have been automatically merged.
Disabling Merge Duplicate Tickets
You can disable Merge Duplicate Tickets at any time.
- On the Configuration Settings, click the Enable/Disable toggle so this shows as Auto-merging is disabled.
When the app is disabled, any new tickets that are created will not be considered for merging.