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Question

Tickets are merging on their own

  • September 8, 2022
  • 2 replies
  • 165 views
CVHHH
Apprentice

I’ve got a user, that sends in, let’s say three emails to freshdesk, about a minute apart (all different subject lines).   Freshdesk seems to merge those tickets automatically into one.    As far as I can tell, we don’t have any automation doing this, nor can i find anywhere to turn this off.  Please Help.

      2 replies

      Aishvarya
      Community Debut
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      • Aishvarya
      • Community Debut
      • September 12, 2022

      Hi @CVHHH,

       

      Greetings from the Freshworks community!

       

      We understand that the tickets are automatically getting merged into your Freshdesk account. Could you please navigate to Admin → Apps and check if you have installed any of these third-party applications (Auto Ticket Merger, Automerger, Automerge)? If yes, could you please disable or uninstall the application and check if the tickets are still getting auto merged?

       

      Feel free to drop a note here incase of further queries :)

      Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
        Y
        Community Debut
        • Yashvi
        • Community Debut
        • March 22, 2023

        Hi,

        I am facing the same issue with Freshdesk. The tickets are being merged containing the same subject or relatively similar content without any such automation in place. In the ticket you can see the content from one email but the other content just gets lost. I have checked that no third party apps are enabled in our admin settings. 
        Can you please help with a workaround on this one?

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