Automatically Merge Duplicate Tickets in Zendesk

This works for any custom ticket value, it can be used for Order IDs, booking codes, invoice numbers, any text string, etc:

1. In the Ticket Parser app, choose the destination field as a custom Ticket Field. Look for a pattern, that will be added to this field if found.
2. At the bottom of the app page, toggle the button “Merge with the pattern found”. A new option will be available “Merge after additional checks”. Here the option “Requester” must be selected.
3. When a new ticket with the same value in this particular ticket field comes in from the same requester, the latest ticket will be merged with the previous open ticket and then it’ll be closed. Here it’s possible to customize the status of the previous ticket eg; less than on hold.

1. In the Ticket Parser app, choose only the placeholder {{ticket.title}} in the field “Text source” which contains patterns.
2. Select the search type as “Text pattern search” and the destination field as “Not selected”.
3. In the field Search for patterns, include only this regular expression (.+). This will parse everything that’s in the ticket title/email subject. At the bottom of the app page, toggle the button “Merge with the pattern found”.
4. A new option will be available with “Merge after additional checks”. Here the option “Requester” and “Subject” must be selected. Any new ticket with the exactly same ticket title from the same requester will be merged into the latest open ticket and automatically closed. Here it’s possible to customize the status of the previous ticket eg; less than on hold.

This works for any custom ticket value, it can be used for Order IDs, booking codes, invoice numbers, any text string, etc.

1. First, it’s necessary to have the field “Type” fulfilled.
2. Then, in the Ticket Parser app, choose the destination field as a custom Ticket Field. Look for a pattern, that will be added to this field if found.
3. At the bottom of the app page, toggle the button “Merge with the pattern found”.
4. A new option will be available with “Merge after additional checks”. Here the options “Requester” and “Type” must be selected.

When a new ticket with the same value in this particular ticket field comes in from the same requester, with the same type (question, problem, etc) the latest ticket will be merged with the previous open ticket and then it’ll be closed. Here it’s possible to customize the status of the previous ticket eg; less than on hold.

Yes, it’s possible to merge all the tickets from the same requester, independently if they’re related to different requests or contact reasons.

1. In the Ticket Parser app, choose only the placeholder {{ticket.requester}} in the field “Text source which contains patterns”.
2. Select the search type as “Text pattern search” and the destination field as “Not selected”.
3. In the field Search for patterns, include only this regular expression (.+). This will parse everything that’s in the ticket requester.
4. At the bottom of the app page, toggle the button “Merge with the pattern found”. A new option will be available with “Merge after additional checks”. Here the option “Requester” must be selected. Any new ticket with the exactly same ticket title from the same requester will be merged into the latest open ticket and automatically closed. Here it’s possible to customize the status of the previous ticket eg; less than on hold.

Yes, if you want to merge tickets coming in via the same email and/or phone number across different channels eg; from live chat, phone, and email, you’re able to do this using the Ticket Parser app, as long you have all this information in the same user in your Zendesk account.

Please check the question “Can you automatically merge tickets from the same email address or phone number” on this page.