Overview: Automerge detects and merges incoming tickets if a previous ticket has similar field values. Choose one or more supported fields to act as the basis for detecting duplicates: Default fields: Status, Priority, Type, Agent, or Group All Custom Fields (if enabled) Note: The app has a short delay in detecting incoming tickets. If you expect duplicate tickets to be created rapidly (within a 2-3 minute period), choose the “Ticket Requester” field as the basis. Optional Features: Merge timespan: Place a time constraint on duplicate detection. For example, do not merge if the duplicate ticket was raised after 30 minutes. Sync conversations: Copy conversations from the merged ticket into the merging ticket. Track tickets: Keep track of the list of merged tickets in a ticket field of your choice. Useful for reports and analytics. Tag duplicates: Add a tag of your choice to the ticket that was closed and merged.

You will need your API Key. See https://support.freshdesk.com/support/solutions/articles/215517 You will need the subdomain from your Freshdesk URL: “subdomain.freshdesk.com” After you click Install: You’ll see the App Authorization screen. Enter your Freshdesk subdomain and an Administrator’s API key and click verify to authorize the application. After the authorization is successful, Click “Configure” in the left navigation bar. Choose one or more ticket fields from the dropdown and click Save. Configure optional features: Enable Merge Timespan. Enter a numerical time limit in the Ticket age field and choose between minutes, hours, or days. Enable Sync Conversations. No additional configuration is required. Enable Track Tickets. Choose a field to keep track of the parent ticket (the original ticket) and a field to keep track of child tickets (the merged tickets). Enable tagging. Enter a single tag name to be added to the ticket.