Auto Ticket Merger

This app automatically merges tickets created by the same customer within a certain time span (10, 30 or 60 minutes)

Not compatible in old look

Install available only on Desktop

Version : 2.0

Published by FreshX
3 months ago

in Agent Productivity, FreshX, Bot

Help and Supportmarketplace@freshworks.com https://support.freshdesk.com

Auto Ticket Merger

This app automatically merges tickets created by the same customer within a certain time span (10, 30 or 60 minutes)

					        	This app brings a much needed functionality where if the same customer raises two or more tickets in a short time span, the tickets following the first one will all get automatically merged with the first ticket. (All the other tickets except the first one will get automatically marked as 'Closed')

Usecase: If an ecommerce purchase fails, sometimes customers raise one ticket after another in short spans of time. This app will automatically merge all tickets into one as long as it is from the same email ID.

Important things to note: 
1. The primary connector is email ID, so the ticket merger app will NOT work for tickets raised via Facebook, Twitter or Phone.
2. Please ensure there are no mandatory fields in the ticket. This app CANNOT merge tickets that have mandatory fields.
					        	
							No installation steps required. Simply choose the time interval within which if a customer raises a multiple tickets, you want them merged.

Time interval options are
10 minutes
30 minutes
60 minutes
							

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