This article details how you can report on the tickets that have been automatically merged. This is useful to check you have set up the Merge Duplicate Tickets correctly and if you need to make any changes to how you have set up your Merging Rules. This also allows you to estimate the efficiency gains from using Merge Duplicate Tickets app.
You can use a Zendesk Trigger to tag tickets that have been automatically merged. You can then report on these tickets in Zendesk Explore.
In this Article
Setting up the Trigger to Tag Tickets Closed by Merge Duplicate Tickets
Setting up the Trigger to Tag the Target (Active) Tickets from Merge Duplicate Tickets
Tracking Tickets that were Automatically Merged Prior to Setting up the Trigger
Setting up the Trigger to Tag Tickets Closed by Merge Duplicate Tickets
The following is an example of a Trigger to tag the tickets that were closed automatically by the Merge Duplicate Tickets app.
- Open your Zendesk Admin Center.
- In Objects and Rules, display Triggers.
- Click Add trigger.
- Enter the Trigger Name.
- Optionally, you can add a Description for information, and add a Category to help you manage triggers in your account.
- For the Conditions, for Meet ALL of the following conditions, click Add condition.
Add the following Conditions:
Ticket > Status category is Closed
Ticket > Comment text Contains the following string merged by Swifteq
- For the Actions, click Add Action.
Ticket > Add Tags Then add the Tag you want to use.
In the following example, the tag "closed_by_automerge" is added to the ticket.
Setting up the Trigger to Tag the Target (Active) Tickets from Merge Duplicate Tickets
If required, you can also set up a Trigger to tag the Target ticket, that is, the active ticket that the closed ticket was merged into.
- Open your Zendesk Admin Center.
- In Objects and Rules, display Triggers.
- Click Add trigger.
- Enter the Trigger Name.
- Optionally, you can add a Description for information, and add a Category to help you manage triggers in your account.
- For the Conditions, for Meet ALL of the following conditions, click Add condition.
Add the following Conditions:
Ticket > Ticket is Updated
Ticket > Comment text Contains the following string merged by Swifteq
- For the Actions, click Add Action.
Ticket > Add Tags Then add the Tag you want to use.
In the following example, the tag "active_ticket_from_automerge" is added to the ticket.
Tracking Tickets that were Automatically Merged Prior to Setting up the Trigger
Using the instructions above in this article, you can only track the tickets that have been automatically merged after the triggers were created. If you need to look at the auto-merged tickets retrospectively, that is, prior to creating the trigger that adds the Tags, you can use the following search in Zendesk.
"closed and merged by Swifteq"order_by:updated_at sort:desc