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.