Merge Tickets based on Custom Field and Subject Lines?



Im hoping to create my first plugin, but not sure if its possible and if there is any sample code to guide me. 




I would like to be able to have a tool run in the background that will merge tickets based on searching the subject line for a particular string and match it to a custom field value


in an existing ticket. 




Would this be possible?





image






Thanks,


matt


Keer 3 months ago

Hello @MartinHuber, we do have marketplace apps that can help you with automerging tickets based on a few conditions. You can install them by naviagting to Admin → Apps in Freshdesk or using the links specified below. 

  • If you are looking to merge tickets based on requester email over a specific span of time, Auto Ticket Merger app (https://www.freshworks.com/apps/freshdesk/automerge) would be of great help to you. 
  • You can also have glance at Automerge app using which you’ll be able to merge tickets based on the following: 
    •  Status
    •  Priority
    •  Type
    •  Agent
    •  Group
    •  All Custom Fields

That said, the use case mentioned by @mworland is a valid ask. Apologies for the delay in getting back to you on this. Kindly write to support@freshdesk.com and we can have a word with our partners to see if we can make this as a custom app for you at a preofessional cost. 

 

If you have any further queries, please post them here and we’d be glad to help. Thanks!

 

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3 replies

That has to possible! Must be a key feature of a ticketsystem.

Any news on that so far?

Userlevel 4
Badge +2

Hello @MartinHuber, we do have marketplace apps that can help you with automerging tickets based on a few conditions. You can install them by naviagting to Admin → Apps in Freshdesk or using the links specified below. 

  • If you are looking to merge tickets based on requester email over a specific span of time, Auto Ticket Merger app (https://www.freshworks.com/apps/freshdesk/automerge) would be of great help to you. 
  • You can also have glance at Automerge app using which you’ll be able to merge tickets based on the following: 
    •  Status
    •  Priority
    •  Type
    •  Agent
    •  Group
    •  All Custom Fields

That said, the use case mentioned by @mworland is a valid ask. Apologies for the delay in getting back to you on this. Kindly write to support@freshdesk.com and we can have a word with our partners to see if we can make this as a custom app for you at a preofessional cost. 

 

If you have any further queries, please post them here and we’d be glad to help. Thanks!

 

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