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.

1. In the Authorization tab, Enter the Freshdesk Domain Name. For example, if your Freshdesk URL is https://test-example.freshdesk.com, the Freshdesk Domain Name should be: test-example.freshdesk.com. 2. Enter the Freshdesk API key as generated in the Freshdesk account. Reference link: https://support.freshdesk.com/en/support/solutions/articles/215517 3. Specify the merge time span and choose the unit of measurement from the dropdown, such as minutes or hours. For example, 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 "Merging Fields" tab, users can select the fields that will be used to merge tickets. When the "Group" field is selected, users are given the option to enable or disable the "On Ticket Update" event toggle, allowing for more control over when the merging process is triggered. 6. In "Mandatory Fields" tab user can enter the values for the mandatory fields for ticket creation. 7. In the "App Dashboard Access" tab, users can choose the roles to which dashboard access should be granted. 8. In the "Email Settings" tab, users have the option to designate the email address to which error and warning notifications will be sent. 9. Click the "Install" button to complete the app installation process. 10. Once installed, the app is ready for use within your Freshdesk environment.