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Automerger

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Merge duplicate tickets automatically in the stipulated time span.
Published by identifyyou(about 23 days ago)
Paid
5.0 (1)
download
12
Version History
Version 6.0
Supported for
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OverviewRatings and ReviewInstallation InstructionsPrivacy & Security
The Automerger App will find the similar tickets based on the field selection, 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. The app enables users to specify requesters' email addresses and domains to exclude from the merging process, ensuring greater control and customization. To identify the parent/ primary ticket, the user is provisioned to select the field to store the parent ticket Id. According to the field selection, the primary ticket Id will be saved in the child ticket's property. On Schedule Event: A recurring schedule will be triggered every minute. During each cycle, the app will: • Fetch tickets created within the last minute. • Analyze the subject line and email requester for potential matches. • Identify any existing tickets that fall within the defined time boundary. • This ensures efficient ticket handling and helps maintain accurate associations. • The merging here is the same as how we do in Freshdesk. The secondary ticket would be merged with the primary ticket and a note would be added in the secondary ticket for reference • 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.
1. In the Authorization tab, Enter the Freshservice Domain Name. For example, if your Freshservice URL is https://test-example.freshservice.com, the Freshservice Domain Name should be: test-example.freshservice.com. 2. Enter the Freshservice API key as generated in the Freshservice account. Reference link: https://support.Freshservice.com/support/solutions/articles/215517-how-to-find-your-api-key 3. Specify the merge time span and select either minutes or hours from the dropdown menu. For instance, enter "20" for a time span of 20 minutes. 4. Click the "Validate" button to verify the credentials. On successful validation, the app will redirect to the next tab. 5. In the "Add Workspace" tab, select the workspace where you want to integrate the Automerger app. 6. After selecting the workspace, proceed to the next tab. 7. In the "Merging Fields" tab, choose the fields for merging tickets. You can select groups based on the workspace. And you select requester email & domain for exclusion from merging. 8. In the "Parent Ticket ID" tab, select the field where the parent ticket ID should be updated, based on the workspace. 9. In the "Email Settings" tab, users have the option to designate the email address to which error and warning notifications will be sent. 10. Click the "Install" button to complete the app installation process. 11. Once installed, the app is ready for use within your Freshservice environment.
The information listed below is provided by the App Developer Partner pertaining to the data privacy policies of the latest app version available on the Freshworks Marketplace. The App Developer Partner is solely responsible for the accuracy of the information provided.
What is End-User data?
Any information that is generated or provided by individuals while using your apps in connection with Freshworks products.
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?
No
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
Does your app transfer European Economic Area (EEA) residents’s End-User Data outside of the EEA?
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
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Yes
Does your app allow customers to request a custom End-User Data retention period?
No
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