In this Article
Which Tickets are Checked and Merged?
What happens after the Free trial?
How can I change the Name that shows as the Agent who created the Merged Tickets?
How can I exclude or include tickets from a specific Channel from being merged?
Why don't I see the View Trigger button on the Configuration Settings?
Which Tickets are Checked and Merged?
When a new ticket is created, the Merge Duplicate Tickets app checks if there is an existing ticket for the same Requester that has been created within the time interval set for the Merging Window, and for any other conditions and settings you have set up in the Configuration. Refer to Configuring the Merge Duplicate Tickets App and Setting up the Merging Rules.
You can also set up conditions in the Zendesk Trigger that controls which tickets activate the Merge Duplicate Tickets app. Refer to Changing the Conditions in the Swifteq New Ticket Trigger.
Where there is an existing ticket that qualifies, the new ticket is merged into the existing ticket.
What happens after the 14-Day Free Trial?
At the end of your 14-day free trial, if you have not yet subscribed, your account will be disabled. An email is sent to the user who authorized the app one week before the trial expires, when it expires and one week after it has expired. Refer to Subscribing to Merge Duplicate Tickets, Managing your Billing.
How can I change the Name that shows as the Agent who created the Merged Tickets?
When merging duplicate tickets, the app uses the Zendesk user who authorized the API access when the account was set up. The name of that user shows in the Agent view against the ticket that was automatically merged.
To change the name of this user, you need to re-authorize the Merge Duplicate Tickets app as the required user. Refer to Reauthorizing or Disconnecting a Swifteq Automation App.
Make sure you have logged in to Zendesk as the relevant Admin user when reauthorizing the Merge Duplicate Tickets app.
How can I exclude or include tickets from a specific Channel from being merged?
You cannot use the ticket Channel in the Matching Criteria of the Merge Duplicate Tickets rules, Channel is not available as a Field in the Matching Criteria.
If you need to exclude or include tickets based on the Channel, you will need to do this using a Tag that is associated to tickets for the relevant Channel.
You can add Ticket > Channel in the Trigger conditions, for example, as an exclude, but this is not enough to stop the merging. This will only assure tickets for that Channel will not be merged into older tickets for the Channel, but new tickets that are not for the Channel can still be merged into older tickets for the Channel as the new ticket will still reach the app. For this reason, you need to use the Tag filter as either an include or exclude.
Why don't I see the View Trigger button on the Configuration Settings?
The View Trigger button only displays once you have added a Merging Rule to the Merge Duplicate Tickets and the Swifteq New Ticket Trigger has been created.