The app identifies duplicates based on ticket field values, allowing users to select multiple fields as conditions for duplicate detection: 1. Group 2. Status 3. Priority 4. Subject 5. Requester (default) Configuration Page: On the app configuration page, users can enter a time frame and dynamically choose ticket fields to find duplicate tickets. The Merge Timespan feature is designed to identify the primary ticket within the specified timeframe. Users are empowered with the flexibility to choose email addresses from within Freshdesk or external sources for sending error and warning notifications in the event of app failure. During App Installation: The app automatically creates two custom fields in your domain for updating the primary ticket ID and counter: "Primary Ticket ID" and "Counter." On Creation of a New Ticket: Upon creating a new ticket, the app scans subject lines, email requesters, and identifies existing tickets within the specified time frame. The merging process follows the standard procedure in Freshdesk, with the duplicate ticket merging into the primary ticket. The custom field of the duplicate ticket is updated with the primary ticket ID. The counter will be appended to the primary ticket when a duplicate ticket is merged. On Group Update of a New Ticket: Whenever the group field of a ticket is updated, the app scans subject lines, email requesters, and identifies existing tickets within the specified time frame. The merging process follows the standard procedure in Freshdesk, with the duplicate ticket merging into the primary ticket. The custom field of the duplicate ticket is updated with the primary ticket ID. The counter will be appended to the primary ticket when a duplicate ticket is merged. During Conversations: If a reply is sent to the duplicate ticket post-merging, it will appear in the primary ticket, just as in the standard merging process in Freshdesk. Conversations with attachments can also be seamlessly carried over.