When you have connected and authorized Merge Duplicate Tickets, the Configuration Settings displays. Initially the Merge Duplicate Tickets app is not enabled and there are no Merging Rules configured. You first need to set up Merging Rules with the merging and matching criteria, and set any filters and settings based on your requirements.
You can set up multiple Merging Rules with different criteria. For example, you can set the rules to apply for different Filters or Conditions, such as for a different "Group" or for a different "Brand".
For details of how to set up each of the sections in a Merging Rule, refer to Setting up the Merging Rules.
You can re-display the Configuration Settings at any time from your Zendesk Agent Dashboard and make changes.
Only users with access to the Merge Duplicate Tickets can access the Configuration Settings. For details, refer to Setting the Title and Access Restrictions in Installing the Swifteq Automation Apps and to Changing the Installation Settings.
In this Article
Setting up the Configuration
Adding a New Merging Rule
Setting up Additional Rules
Enable or Disable Merge Duplicate Tickets
Swifteq New Ticket Trigger
Setting up the Configuration
If the Configuration Settings page is not already displayed, open the Merge Duplicate Tickets app as follows.
- 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.
Or, from an open Swifteq app, click the Switch between Swifteq Zendesk Apps button in the top right menu and select Auto Merge Duplicate Tickets.
The Merge Duplicate Tickets Configuration page displays.
Adding a New Merging Rule
To add a Merging Rule, click New rule.
The screen displays for you to enter the details for that Merging Rule.
For details of how to set up each of the sections in a Merging Rule, refer to Setting up the Merging Rules.
Setting up Additional Rules
You can set up multiple Merging Rules. For example, you can set the rules to apply for different Filters or Conditions, such as for a different "Group" or for a different "Brand".
If you leave the Name blank, for the additional rules the app will automatically assign the Name as Additional Rule 1, Additional Rule 2, and so on.
To set up additional rules, click New Rule on the Configuration.
Enable or Disable Merge Duplicate Tickets
The Merge Duplicate Tickets app is initially disabled. We recommend that you review the Merging Rules and make any changes to the merging criteria and filters, and then enable merging.
Once you have configured a Merging Rule, on the Configuration you can checkmark Send weekly report with the number of tickets merged.
Refer to Enabling Merge Duplicate Tickets.
Swifteq New Ticket Trigger
The first time you apply changes to the Configuration Settings, the Merge Duplicate Tickets app sets up a trigger in your Zendesk Admin Center. The Trigger is named Swifteq New Ticket and this controls what activates the app when a new ticket has been created.
When the Trigger has been created, the Merge Duplicate Tickets Configuration Settings includes the View Trigger button. You can click this to display the Swifteq New Ticket Trigger in your Zendesk Admin Center.
You can make changes to the trigger and include additional settings and conditions that control which new tickets are being handled by the app by changing the conditions of this trigger. Refer to Changing the Conditions in the Swifteq New Ticket Trigger.
When additional Merging Rules are set up, this does not create additional triggers and there is only one Zendesk trigger used by Merge Duplicate Tickets. Deleting or editing a Merging Rule does not impact the Swifteq New Ticket trigger.