Merge Zendesk Tickets Automatically

Automatically merge duplicate tickets in Zendesk based on ticket field values.
Avoid clutter, reduce manual work, and keep conversations unified with our free Merge Tickets app.

Automate Zendesk ticket merging – without losing context

Duplicate or redundant tickets can slow down your team, create confusion, and fragment the customer experience. With Knots Merge Tickets, you can automatically identify and merge matching Zendesk tickets using standard or custom ticket fields – no manual review needed.

Whether it’s the same order ID, requester, subject, or any other ticket field, Knots helps you consolidate tickets while keeping conversations, metadata, and audit trails intact.

And because the app runs entirely in the background, your agents stay focused on support, not cleanup.

💡 The Merge Tickets app is 100% free to use and works with all Zendesk Support plans.

Why merge tickets in Zendesk?

Zendesk’s native merge function is manual, slow, and often overlooked. That leads to:

Multiple agents replying to the same issue
Customers receiving inconsistent or duplicate responses
Growing backlogs and reduced efficiency

Using Knots Merge Tickets helps you:

Reduce duplication: Detect and merge duplicate requests automatically
Streamline communication: Keep all context in one place for faster, more accurate replies
Simplify ticket management: Automate repetitive work and prevent confusion

When Zendesk merges happen automatically, your team can focus on solving problems – not sorting out tickets.

Key features of the Merge Tickets app

The Knots Merge Tickets app integrates directly into Zendesk and runs in the background – merging tickets as soon as new ones come in that match your defined criteria.

Here’s what you can configure:

Smart ticket selection: Merge tickets automatically by matching requester, subject, order number, ticket ID, or any custom field
Custom merge logic: Define how ticket data is handled during merging (e.g. which ticket stays open, how tags are handled)
Clear tracking and auditability: Automatically apply tags and internal comments to both original and merged tickets
Optional ticket closure: Close secondary tickets after the merge to keep your queue clean

💡 The merging process is fully automated – once configured, no agent action is required.

There is another way...

Want to merge Zendesk tickets based on the content of the message itself – not just ticket fields?
Check out our Ticket Parser app to extract and act on patterns in ticket text – no AI required.

Benefits of automating Zendesk ticket merges

Manually merging Zendesk tickets wastes time. Knots helps you eliminate this repetitive task while improving the quality of your support. With Merge Tickets, you can:

Eliminate duplicates and near-duplicates: Keep your ticket queue clean by merging tickets that match by field values
Improve agent productivity: Save time by reducing manual review, duplicate replies, and internal confusion
Respond faster and more consistently: Agents work with one complete ticket instead of switching between multiple threads
Preserve history and metadata: Keep tags, internal notes, and timestamps across merged tickets
Close the loop automatically: Automatically close merged tickets after processing to reduce backlog

What teams say about Merge Tickets

We have processed 51000 tickets at the time I am writing this review and saved $800+ that was previously spent on another merge app. This app is effecient and does what it says it does. The team at Knots.io are also extremely helpful, David & Hassan have gone the extra mile with us. This app is worth the time and effort, which btw it does not take much of 😁

Lilian

Satisfied Customer

I appreciate how Merge Tickets takes care of duplicate tickets automatically—my team doesn’t waste time cleaning things manually anymore.

Joseph Piekarski

Satisfied Customer

Merge Tickets is a game changer for our support desk. The fact that it’s free makes it even better. Plus, the team provides free installation support. 😊

Lina

Satisfied Customer

Ticket Parser: Merge Zendesk tickets based on ticket content

The free Merge Tickets app works by matching ticket fields – like requester, subject, or order ID.

But what if the duplicate information is buried in the message text?

With Ticket Parser, you can:

Extract structured data from the body of the ticket
Populate custom fields automatically
Trigger merges, updates, or routing based on that content
All without relying on external AI or manual review

Automatically merge Zendesk tickets – without extra effort

Duplicate support tickets slow teams down.
With Knots Merge Tickets, you can automatically clean up your queue, improve response consistency, and reduce repetitive work.

Try it for free – no install fees, no hidden costs.

Questions about the free Merge Zendesk Tickets App

How is this different from Zendesk's native merge feature?

Zendesk lets agents merge tickets manually, one by one. Our app merges tickets automatically—based on logic you define—and works in the background.

How can I merge Zendesk tickets with the Merge Tickets app?

When a new ticket is created, the app searches for existing tickets that match the criteria you’ve set (such as requester, subject, order ID, or any custom fields). If a matching ticket is found, the new ticket is automatically merged into the existing one in the background.

What criteria can be used to merge tickets?

You can choose standard fields like the ticket requester or any custom fields to set the criteria for merging tickets. You can also define the status of a ticket that should be merged and add custom tags during the process.

Does the app parse ticket content?

No, the Merge Tickets app does not parse ticket content. If you need to parse ticket content to make merge decisions, consider using our Ticket Parser App, which can extract and analyze ticket information.

Is the merging process manual or automatic?

The merging process is fully automatic. Once you set your criteria, the app will automatically find and merge tickets that match those criteria, running entirely in the background.

Is the "Merge Tickets" app free to use?

Yes. Knots Merge Tickets is completely free to use on all Zendesk plans.

What happens to the merged tickets?

The app adds comments and tags to both the original and new tickets for easy tracking and reporting. The secondary tickets are then closed, helping reduce backlog.

Anything Merge Tickets for Zendesk can’t do?

The main limitation is that it does not parse ticket content, only the content of the ticket fields. For content-based logic, use Ticket Parser to extract text and drive merge actions based on that. If your merging process requires parsing and analyzing ticket information, you should use one of our other apps designed for that purpose as well, like Ticket Autofill.

How can I install the app?

You can install the app by visiting the Zendesk Marketplace.

Still have questions?

If you need more information or assistance, feel free to contact our support team or book a demo to see our apps in action.