Auto Ticket Merger
Verified by FreshworksThis app automatically merges tickets created by the same customer during a certain time span.
Published by freshworks(about 3 months ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
This app brings a much-needed functionality where if the same customer raises two or more tickets in a short time span (you can set a time span of your choice), the tickets following the first one will all automatically merge with the first ticket. (All the other tickets except the first one will get automatically marked as 'Closed')
Use case: If an e-commerce 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 they are 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.
3. To differentiate app merged tickets, both the primary and secondary tickets will have a private note with the suffix "by the Auto Ticket Merger App" text on it.
4. If the primary ticket is closed, no new tickets will be merged with it. Resolved tickets will still be considered for merging.
1.6k installs
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When a customer raises multiple tickets, you can choose the time interval within which they need to be merged. You can enter any custom time frame that is convenient for you.
Configurations available:
Window Duration: The window duration (in minutes) within which similar tickets will be merged. For example, 30 will merge the tickets raised within 30 minutes with the primary ticket from the same requester.
Exclude Emails: List of emails that will always be excluded in the condition.
Include Emails: List of emails that will always be merged regardless of the window duration configured. Whenever a ticket is received from this email, it will always be merged into their first ticket.
Include Domains: List of domains that will always be merged regardless of the window duration configured. Whenever a ticket is received from an email with this domain name, it will always be merged to their first ticket. Example format: "@freshworks.com".
Exclude Domains: List of domains that will always be excluded from the condition. Whenever a ticket is received from an email with this domain name, it will always be ignored by the app. Example format: "@freshworks.com".
Merge Tickets from all Portals: Configure whether to merge tickets from all the portal or mark NO to check for matching portals as well.
Included Sources: Sources to watch out for tickets to be merged. Only tickets from the configured sources will be merged in the configured window duration.
Require the app's IP to add to your network's allowlist: The app will make API requests from a fixed set of IP addresses that can be allow-listed at your network if required.
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
Yes
What End-User data does your app collect/process?
Freshdesk API key
What is the purpose of collecting/processing the data?
To merge the tickets in the customer's Freshdesk portal automatically using Freshdesk API.
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
NA
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
Yes
Does your app allow customers to request a custom End-User Data retention period?
No
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Version History13.0 (October 2024)
1. Fix: Every other ticket was kept open. Now merges all secondary tickets from the same requester with the first ticket.
2. Only closed tickets are excluded from merging; resolved tickets are eligible. [Please share feedback on your expectations]
3. Product updates for primary tickets are considered for merging, while secondary tickets are considered with their initial product when they are created.
12.0 (August 2024)
Tickets will no longer be merged with resolved or closed tickets.
11.0 (June 2024)
Bug fix: The app will add custom private notes with "by the Auto Ticket Merger App" text instead of the default merged note to classify automated and manual merge actions.
Also, the app has been migrated to platform version 3.0 (latest by now).
10.0 (May 2024)
The issue that created multiple private notes for merged tickets is fixed.
9.0 (March 2024)
1. Enabled Static IP: Optionally, the app makes API requests from a fixed set of IP addresses to allowlist in your network if required.
2. Uses Ticket Merge API: Native Ticket Merge API is used to merge the tickets. It will enable analytics and other capabilities provided by Freshdesk for merged tickets.
8.0 (January 2024)
Fixed a minor bug in configurations to retain the configured sources while reconfiguring or updating the app.
7.0 (August 2023)
In response to user feedback, we’ve introduced a new feature that allows users to choose which sources should be considered for merging tickets. With this implementation, users now have the flexibility to select their preferred sources or stick with the default option, which includes all sources for ticket merging.
6.0 (June 2023)
No release notes found
5.0 (January 2023)
No release notes found
4.0 (September 2021)
No release notes found
3.0 (September 2021)
No release notes found
2.0 (September 2021)
No release notes found