With Ticket Parser, in just a few simple steps, you’ll be able to set up automated ticket merging for duplicate tickets in Zendesk. Save time and effort by auto-managing duplicate tickets today!
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Zendesk is an awesome fully-featured helpdesk software, but the only way to merge tickets is to do so manually from within the agent interface.
With Ticket Parser, you can power up your Zendesk instance to automatically sort ticket requests by identifying, merging and closing duplicate tickets.
If you’re getting a lot of duplicate tickets and calls and are looking for a trigger to automatically merge tickets from the same email address or phone number, Ticket Parser can automate this for you.
Ticket Parser uses AI to thoroughly screen the ticket and find related tickets based on the configured matching fields. Ticket field examples to match:
When a new ticket matching the duplicated fields is created, Ticket Parser closes the previous one and includes an internal note in both requests, linking one to the other. It also incorporates the previous ticket’s content into the main one.
The automatic ticket merging occurs before the agent opens the ticket and it is not necessary to manually sync or schedule merging times. Ticket Parser supports the use of tags to determine which tickets to merge.
You may be wondering why there is such a problem with duplicate tickets in the first place, and you may wish that the company UX team could solve it.
However, as a company grows, duplicate tickets with requests that may or may not be related to the same topic arise. Assume a customer purchased a pair of headphones but experienced delivery issues and now wishes to return the item. That’s three topics for one customer that agents must manage effectively in order to produce a positive outcome for the customer.
The reason for duplicated Zendesk tickets generally falls into two categories:
1. Customers frequently send the same request multiple times.
Customers submit a request, but rather than waiting for it to be resolved, they submit another request immediately afterward.
2. Companies have additional service channels that allow clients to create multiple tickets eg; phone, email, support helpdesk, and website live chat.
Customers might use multiple channels to send requests thinking they would receive a quicker answer if they do so or they send a second request because they did not receive or didn’t see a reply.
The Ticket Parser app is quick and easy to set up. With the help of Ticket Parser, you can quickly merge duplicate tickets in Zendesk.
Log in to your Zendesk account and navigate to the “Apps” tab in the top navigation bar.
Select “Ticket Parser” from the list of available apps, then click “Install”.
The app will download immediately, after which you can review the Terms of Service and Privacy Policy.
Now you can proceed to set up automated ticket merging for both tickets and conversations in 5 easy steps – you just completed step 1!
Need help implementing Zendesk Ticket Parser App?
Our support team are on hand to help you. Contact us for a walk-through.
This works for any custom ticket value, it can be used for Order IDs, booking codes, invoice numbers, any text string, etc:
This works for any custom ticket value, it can be used for Order IDs, booking codes, invoice numbers, any text string, etc.
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.
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.
If you receive more than 10,000 service requests per month, you may be looking for an enterprise solution to address other issues as well as automatically merging duplicate tickets.
We can assist you by customising your needs to take control of the customer support workflow and save valuable time.
If you want to grow your business while saving money on labour and improving your current systems, contact us today!
Product Marketing and Client Strategy Manager