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. 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 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 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. Enter your Freshservice URL. For example, if your Freshservice URL is xyz.freshservice.com. 2. Enter the Freshservice API key as generated in the Freshservice account. For guidance, refer to the 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 on the validate button. 5. Upon successful validation, the app will redirect you to the next page. 6 In the "Add Workspace" tab, select the workspace where you want to integrate the Automerger app. 7. After selecting the workspace, proceed to the next tab. 8. In the "Merging Fields" tab, choose the fields for merging tickets. You can select groups based on the workspace. 9. In the "Parent Ticket ID" tab, select the field where the parent ticket ID should be updated, based on the workspace. 10. In the "Closing Fields" tab, enter values for mandatory fields required to close duplicate tickets, based on the workspace. 11. In the "Email Settings" tab, users have the option to designate the email address to which error and warning notifications will be sent. 12. Click the "Install" button to complete the app installation process. 13. Once installed, the app is ready for use within your Freshservice environment.