With Auto Merge, you can automatically merge tickets from the same requester based on matching fields.

Note: Auto Merge was previously a feature of Playlist Ticket Assignment, but it's now a standalone app. Customers who subscribed to Playlist Ticket Assignment prior to Jan 1, 2021 will continue to have access to the Auto Merge feature. 

• How it works
• Setup

How it works

When a new ticket is created, a Zendesk trigger, which you create, sends a message to our service. Auto Merge searches through the requester's tickets to see if there's an existing ticket with matching fields. 

For example, let's say you want to use the custom ticket field Shopify order ID as your matching criteria.

1. When a requester submits a new ticket with Shopify order ID = 12345, your trigger notifies the Auto Merge target (our service).
2. The target will search through the requester's tickets for a matching Shopify order ID.
3. If there is a match, the new ticket will be automatically merged into the most recent ticket that has Shopify order ID = 12345.

Setup

• Merge window (hours)
• Matching criteria
• Target ticket conditions
• Create your Auto Merge trigger