Zendesk - automated merge of tickets

Use Case

Case-based emails, such as:

• Automatically generated emails with ticket numbers
• Emails from ERP systems for clarification cases
• System notifications referencing existing tickets

… often have one thing in common:
They generate duplicate tickets and usually contain an identifier within the email body or subject line (e.g. Ticket_ID CAS_1234).

Solution

We use our own middleware to automatically merge such tickets. This reduces manual effort and prevents duplicate entries in your ticketing system.

Benefits

• Minimizes manual merging processes
• Automatically detects duplicates based on defined identifiers (e.g. ticket numbers)
• Improves workflows for system-generated email tickets

Interested?

Feel free to contact us to learn more about the solution and pricing.