Auto Ticket Merger
Verified by FreshworksAutomatically merges tickets with the same subject created by a user within a certain time interval.
Published by Freshworks(about 7 days 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 end user raises two or more tickets with the same subject in a short time span, the tickets created after the first one will all get automatically merged with the first ticket. (All the other tickets except the first one will be automatically marked as 'Closed'.)
Note: The primary connector is the email ID.
1k installs
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1. Navigate to the Admin tab in Freshservice.
2. On the Helpdesk Productivity tab, click the “Apps” icon and go to “Get more Apps”.
3. In the Auto Ticket Merger app, enter the API key for the app to be authenticated and the time duration within which you want the tickets to be merged.
4. Click Install.
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?
Collects Requester Information, and stores it against ticket subject information
What is the purpose of collecting/processing the data?
Merges tickets raised by the same requester and having same subject line
Does your app store any End-User data?
Yes
What End-User data does your app store?
Yes, Stores the requester email.
Countries where data is stored
India, United States, Germany, Australia, United Arab Emirates
What is the purpose of storing the data?
Merges tickets raised by the same requester and having same subject line
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?
Yes
Elaborate the encryption methodology adopted
Below methodology is used for encryption
1. Encryption:
Algorithm: AES with a 128-bit key with ECB(Electronic Codebook) mode
2. Padding:
PKCS5Padding: Adds extra data to make sure it fits the encryption block size
3. Key Preparation:
3.1 Hashing: The secret key is turned into a fixed-size value using SHA-256
3.2 Truncating: The hashed key is shortened to 128 bits
4. Base64 encoding
Is the End-User data encrypted in transit?
Yes
Elaborate the encryption methodology adopted
Encrypted in transit using SSL/TLS protocols
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
Yes
Which OWASP guidelines or recommendations do you follow to ensure the security of customer data?
As per Freshservice OWASP guidelines (Authentication, Authorization Validation & SQLi Validation)
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
Log in to install this app
Enter your Freshservice URL to proceed
https://
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Version History9.0 (December 2024)
Version 9.0:
* Bug fix - Support extended for merging tickets containing special characters in the subject line.
8.0 (June 2024)
Version 8.0:
- Added support for Workspaces. Only tickets within the same workspace which satisfy the condition will be merged after this update.
7.0 (May 2024)
Version 7.0
* Minor bug fixes and enhancements in filtering logic.
6.0 (August 2023)
Version 6.0:
Fixed a bug with merging tickets where the subject length exceeded 30 characters.
5.0 (June 2022)
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