Automerger
Verified by FreshworksMerge duplicate tickets automatically in the stipulated time span.
Published by IdentifYou(about 1 year 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.
The Automerger App will find the similar tickets based on the field selected, within the particular time frame.
APP working Principle:
The app finds duplicates based on ticket field values. You can choose multiple fields to act as the condition for finding duplicates.
1. Group
2. Status
3. Priority
4. Subject
5. Requester (default)
Configuration page:
At the APP configuration page, the user is provisioned to enter the time frame and choose the ticket fields to find the duplicate tickets dynamically.
On APP Installation:
The APP will create new custom field in your domain for updating the primary ticket ID.
The custom field would be “Primary Ticket ID”.
On Creation of new ticket:
On creation of a ticket, the APP will read the matches of the subject line, email requester and find the existing tickets within the time boundary.
• The merging here is the same as how we do in Freshdesk. The secondary ticket would be merged with the primary ticket.
• The custom field of the secondary ticket will be updated with the primary ticket ID.
On Conversation:
• If a reply is sent to the secondary ticket after merging, it would appear in the primary ticket as it would do in the normal merging in Freshdesk.
• The conversations and other details like notes and attachments could be also be carried over.
67 installs
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1. Enter the Freshdesk URL
e.g. if your Freshdesk URL is xyz.freshdesk.com.
2. Enter the Freshdesk API key as generate in the first step.
Reference link:
https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key
3.Enter the merge time span and in dropdown select minutes or hours
e.g. 20
4.Click on validate button.
5.On successful validation the app will redirect to next page.
6.In "Merging Fields" tab user can select the fields for merging the tickets.
7.In " Closing Fields" tab user can enter the values for the mandatory fields for closing the duplicate tickets.
Data Management and Storage
Does your app use AI or GenAI features?
NA
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
NA
Does your app collect / process any End-User data?
NA
Does your app store any End-User data?
NA
Does your app share End-User Data with any third party entities?
NA
NA
Can the End-User data be exported?
NA
Can End-User data be accessed through your app logs?
NA
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?
NA
Does your app allow customers to request a custom End-User Data retention period?
NA
For more information related to privacy and security, reach out to developer support
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Enter your Freshdesk URL to proceed
https://
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Version History7.0 (December 2023)
Bug fix:
Resolved the merging issue when multiple tickets are created simultaneously.
6.0 (May 2023)
In this version we have fixed the following bugs.
1.Whenever a conversation is created the app was reopening the ticket. Now the app will not reopen the ticket. The app will transfer the conversation and close the ticket.
2.If you select status as merging condition then, the tickets with same status will merge.
3.Fixed UI issues in configuration page.
5.0 (April 2023)
There is no change in the functionality. Pagination has been included in all the mapping fields.
4.0 (August 2022)
No release notes found
3.0 (July 2022)
No release notes found
2.0 (July 2022)
No release notes found