Duplicate Tickets in Freshdesk, Merged For You
Freshdesk merges beautifully once you select the tickets. Ticket Merger is the part that notices which tickets to select.
Frequently asked questions
Does merging in Freshdesk lose the customer replies?+
No. Ticket Merger uses the native Freshdesk 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.
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See how many duplicate pairs are open right now, before you change anything.
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