WE have an issue were tickets are sent to 2 separate emails that open tickets for say Accidents and Fleets that are directed at 2 different groups but go to the same ticket group. When they come into the ticket system it 2 separate tickets. Is there a way for Freshdesk to see that they are the same and auto merge them?
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Free App: https://www.freshworks.com/apps/freshdesk/automerge/
Paid App: https://www.freshworks.com/apps/freshdesk/automerger/ - Paid app has subject matching option to merge the ticket
Cheers
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.
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
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