AutoTicket Merger

How It Works:

Auto Ticket Merger is a Freshdesk serverless app that automatically detects duplicate tickets raised by the same requester within a configurable time window and merges them into a single primary ticket.

• When a new ticket is created, the app checks its storage for a tracked primary ticket for that requester, scoped either account-wide or per product.
• If the ticket is within the configured merge window and passes the From/To Include/Exclude rules, it is merged into the primary using the Freshdesk Merge Tickets API. Notes are added to both tickets.
• If no primary exists or the ticket is outside the window, the new ticket becomes the primary for future comparisons.
• If Handle Automation is enabled, automation-closed primary tickets remain tracked. When an eligible follow-up ticket is received, the app reopens the primary and merges the new ticket into it.

Setup:

• Enter the Freshdesk domain and API key. Both are verified against the Freshdesk API before settings are enabled.
• Configure the Window Duration and Merge Window Basis — primary ticket creation time or live last-updated time.
• Configure From/To Include/Exclude rules by email or domain, merge scope (account-wide or per product), and eligible ticket sources.
• Enable Handle Automation-Closed Tickets if automation-closed tickets should be reopened and merged with eligible follow-ups.
• Save the configuration. The app then runs automatically through Freshdesk ticket create/update events.

Features:

• Automatically merges duplicate tickets from the same requester within the configured window.
• Supports From and To Include/Exclude rules by email address or domain.
• Reopens automation-closed primary tickets only when an eligible follow-up ticket is found.
• Supports account-wide or per-product merge scope and source-based filtering.
• Supports merge windows based on the primary ticket's creation time or live last-updated time.
• Adds explanatory notes to both the primary and secondary tickets after a merge.