Question

Tickets are merging on their own

  • 8 September 2022
  • 1 reply
  • 22 views

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.


1 reply

Userlevel 5
Badge +6

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 :)

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