Hi Mike_E
 

To automatically merge tickets with the same alerts, you can implement a system that identifies and merges tickets based on the UniqueID provided in the alerts. Start by setting up a rule or script within your ticketing system to detect tickets containing the same UniqueID. Next, develop an automation script or utilize built-in automation tools within your ticketing platform (such as Jira, ServiceNow, etc.) that triggers whenever a new ticket is created. This script should check for existing tickets with the same UniqueID and, if a match is found, merge the new ticket into the existing one, consolidating comments, updates, and any other relevant information. Additionally, ensure that the system can handle duplicates efficiently by logging any changes and notifying the team of merged tickets to avoid confusion. Finally, test the automation in a sandbox environment before deploying it live to ensure it accurately merges tickets without losing any critical data. By implementing this solution, tickets with matching UniqueIDs will be automatically merged, streamlining your ticket management process.

Hi @Mike_E 

Greetings from Freshworks community.

You can use explore the marketplace app called “Auto-mege”: https://www.freshworks.com/apps/automerge/

Please ensure to pass the Unique ID in a single line text field, based on which you merge the tickets automatically. The single line text field can be created under Admin>Workflows>Ticket Fields. 

Let us know if this helps.

Regards,
Kajal