Any posibility to Auto Merge Duplicate Tickets

Consider that you have integrated your Freshdesk account with Freshcaller. If there are multiple support email addresses (e.g. support@freshdesk.com and support@freshchat.com ) in the ‘To’ address of an incoming email, this will forward the email individually to your Freshdesk account. This, in turn, creates separate tickets resulting in ticket duplication.

Any solution for such cases

Imagine that you have connected your Freshcaller account to your Freshdesk account. An incoming email will be forwarded to your Freshdesk account separately if the "To" address contains more than one support email address (for example, support@freshdesk.com and support@freshchat.com). Consequently, this generates distinct tickets, leading to ticket duplication.


 

Thats the problem. Can I avoid creating duplicate ticket or can I merge 2 tickets

Freshdesk does not have a built-in feature to automatically merge duplicate tickets, but you can achieve this using Automation Rules or Freddy AI (if available in your plan). You can create rules based on subject lines, requester email, or ticket content similarity to tag or merge them manually. Additionally, Freshdesk APIs can be used to build a custom automation script that detects and merges duplicate tickets based on predefined conditions.For more insights on automation and workflow optimization, check out Atmosphere Switch for expert discussions and solutions!