Install and Configure Auto-Merge Tickets Integration

The Auto-Merge Tickets app automatically merges multiple tickets from the same customer into a single ticket. This streamlines customer support, reduces redundancy, improves agent efficiency, and ensures more organized support experience.

Key features

1. Automatically merge tickets created by the same customer within a specified time span.
2. Use the customer’s email ID and ticket subject as primary identifiers for merging.
3. Set a custom time frame during which tickets from the same customer will be considered for merging.
4. Include tag indicators on merged tickets to help agents identify them quickly.
5. Add private or public notes to the merged tickets for transparency and traceability.

Plan limit

Install and configure Auto-Merge Tickets in BoldDesk

1. Navigate to the Admin Portal → Marketplace in your BoldDesk dashboard.
   
   
2. Search for Auto-Merge Tickets and click Install.
   
   

3. Enter your BoldDesk API key and then select Verify & Save.
   
   

Manage Auto-Merge Tickets in BoldDesk

After installation, click Manage to begin setting up merging rules.

Add merging rule

Click Add Merging Rule and complete the following fields:

• Provide a descriptive name for the rule.
• Specify the time window in hours, up to 168 (7 days), during which tickets from the same customer are considered duplicates.
• Select fields such as Requester or Subject to identify duplicate tickets.
• Choose the ticket statuses where merging is allowed.
• Click Next to continue.
  
  

Set conditions (Optional)

This is used to determine which new tickets are considered for merging.

• Choose from ticket fields like Priority, Department etc.
• Specify values to define the rule.
• Click Next.
  
  

Define merge actions

Configure how the merge actions should behave.

• Merging DirectChoose whether to retain the New Ticket or Old Ticket as the primary.
• Add a note to the merged ticket (public configuration is optional).
• Add a note to the retained ticket for context.
  
  

Additional options

1. Include CCs from the source ticket in the target ticket.
2. Include a link to the source ticket in the target ticket.
3. Disable email notifications for the merge.
4. Choose whether to include the first or latest message from the source ticket.
5. Click Save to activate the rule
   
   

Edit merging rules

Follow the given steps to edit merging rules.

1. Click the kebab icon (⋮) under Active and select Edit.
   
   
2. After completing changes, click the Save button.

Deleting merging Rules

Follow the given steps to delete merging rules.

1. Click the kebab icon (⋮) under Active and select Delete.
   
   
2. Click the Yes, Delete button.
   
   

Deactivating merging rules

Follow the given steps to deactivate merging rules.

1. Click the kebab icon (⋮) under Active and select Deactivate.
   
   
2. Click the Yes, Deactivate button.
   
   

Activating merging rules

Follow the given steps to deactivate merging rules.

1. Click the kebab icon (⋮) under Active and select Activate.
   
   
2. Click the Yes, Activate button.
   
   

Frequently Asked Questions (FAQs)

1. How many duplicate tickets can be merged?
   A maximum of 10 matching duplicate tickets can be merged for each ticket.
2. Does the Auto-Merge Tickets app require AI?
   Yes, AI has to be enabled for the Auto-Merge Tickets app integration to function.
3. Can duplicate tickets be merged into a closed ticket?
   Yes, you can merge duplicate tickets to a closed ticket. In such cases, the closed ticket’s status will automatically change to ‘Open’. This ensures the support team is alerted to the newly added information and can take appropriate follow-up actions.
4. Does the app merge tickets created before installation?
   No, the Auto-Merge tickets app only considers tickets created after the app is installed for merging.
5. How are tickets merged?
   Tickets are automatically merged when the same customer creates them and their subjects are logically similar. The app uses AI to detect contextual similarities in ticket content to identify duplicates accurately.