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.
Question
Tickets are merging on their own
+6Hi
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 :)
1 person likes this
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?
Reply
Join the Community
Already have an account? Login.
Sign in to the Community
No account yet? Create an account.
Social Login
Login with LinkedInor use your username
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.