Reduce your Ticket Backlog by Merging Duplicate Requests on Zendesk

Customers often send the same request more than once or multiple requests about the same topic in different channels.

These requests could be related to the same topic or not. For example, a customer who bought a pair of headphones had problems with the delivery and now wants to return the item.

Advantages of Merging Duplicate Tickets

Customers might use multiple channels to send requests thinking they would receive a quicker answer if they do so. Or they send a secondary request because they do not receive a reply or just oversaw it. Duplicate requests not only increase costs but also can compromise the Customer Experience. Imagine the following scenarios:
  • Two agents reply to different tickets for the same customer related to the same topic. If they need to check the information at another department like logistics or payment, now you are not only consuming time from two agents but also from, probably, two other employees;

  • An agent closes a ticket because they think there is already another ticket for the same topic when, in fact, there is not. In this case, your client may never get an answer;

  • A customer receives two or more answers at different times – this could be particularly bad if one answer differs from the other.
merge ticket zendesk

How to Merge Tickets on Zendesk

If you know which tickets to merge on Zendesk, go to your ticket list and select the duplicated one. At the bottom of the screen, you will see the options: Edit, Merge, Mark as spam, and delete.

Once you have selected the option to merge, a screen will pop up and prompt you to choose the active ticket. The latest one will be closed and combined with the older one. Note that you cannot select a closed ticket.

Merge Duplicate Tickets Automatically and Save Time

The process above not only has to be done manually by selecting which tickets to merge on Zendesk but also the agents or the admin need to know which tickets are duplicates. But it requires time to read the ticket content, find out that it relates to the same topic and then take action.

If you need to handle a high ticket backlog, have limited resources, or want to be the most cost-effective, you can easily automate the process and reduce SLA.

Auto Merge duplicate Tickets Zendesk

Using AI, the Ticket Parser by Knots screens the ticket entirely and finds related tickets based on matching fields previously configured by the admin. Examples of ticket fields to match:

  • Same Order ID
  • Same Customer ID in the custom field
  • Same Subscription ID
  • Same Booking Code
  • Any other value in custom fields

Once a new ticket is created that matches the duplicated fields, the middleware solution closes the latest one and includes an internal note in both requests, linking one to another. It also adds the content from the previous ticket into the main one.

Tip: You can use tags to select which tickets to merge.

The process happens before the agent opens the ticket. There is no need to manual sync or schedule merging times.

See other way to merge tickets on Zendesk

How to Use the Auto Merge Functionality

These are the simple steps to merge duplicate Tickets automatically on Zendesk:



    1. Install the Ticket Parser by Knots app from the Zendesk Marketplace.


    1. Select the ticket field(s) you want to add the information you found.


    1. Use regular expressions to search for relevant information in the ticket (including the subject, body, and internal comments).


    1. Toggle Merge a Ticket with the pattern found option at the bottom of the app.


    1. (Optional) You can select the option Merge only if it matches after additional checks. Example: Subject, Assignees, Group, Description, Type, Priority, etc.)*


*Merging will only work if the destination field is a ticket custom field.

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