Automated Ticket Merging, On Your Terms
Automation earns trust by being predictable. Ticket Merger only merges what your rules say is a duplicate, and shows you everything it did.
Manual merging versus automated merging
| Manual | Ticket Merger | |
|---|---|---|
| Someone has to notice the duplicate | Yes, every time | No |
| Catches duplicates across different views and agents | ||
| Catches them before the second reply goes out | ||
| Works overnight and at weekends | ||
| Consistent rules across the whole team | ||
| Audit trail of what merged and why | ||
| Cost | Agent time, every day | From $29/month |
What automation should never do
It should never merge two tickets that are genuinely different, because that is worse than the duplicate. A wrongly merged ticket buries a real request inside someone else conversation.
So the defaults are conservative. Anything below your confidence threshold is suggested rather than merged, exclusions always win over matches, and every merge is reversible in your helpdesk with one click.
Automate the obvious, review the rest
Roughly two thirds of duplicates are unambiguous: same person, same problem, minutes apart. Automate those and you have taken the bulk of the waste out. The remaining third is where human judgement is worth having, so it goes to a review queue instead.
Frequently asked questions
Does merging in your helpdesk lose the customer replies?+
No. Ticket Merger uses the native your helpdesk merge, so the conversation, attachments and audit history move onto the surviving ticket. The duplicate is closed with a note pointing at the original.
Can I review merges before they happen?+
Yes. Start in suggest-only mode: Ticket Merger flags the pairs it believes are duplicates and leaves the decision to an agent. Most teams run that way for a week, check the hit rate, then let the confident matches merge on their own.
What stops it merging two tickets that are not the same?+
Rules you set. Match on requester, subject similarity, body similarity and a time window, and exclude anything you want left alone, like tickets from a specific form, group or tag. Anything below your confidence threshold gets suggested rather than merged.
How long does setup take?+
About five minutes to connect, and the first scan of your open queue runs immediately after. Onboarding help is included on every plan.
Start in suggest mode
Watch it work on your real queue for a week before you let anything merge automatically.
Start free trial14-day free trial. No credit card required.