How to merge duplicate tickets automatically in Zendesk

The guide below will help to merge duplicated tickets in Zendesk by identifying identical custom ticket fields. 

Prerequisites:

Before getting started, make sure you’ve taken the following steps:

• Use custom ticket fields for comparing ticket data. The merging process relies on matching values stored in these fields.
• Install and configure the Ticket Parser Extract Patterns app to identify and extract key information from tickets or attachments. This extracted data will be saved in your designated custom ticket fields.

• Define conditions for merging to prevent unrelated tickets from being merged.
  We strongly recommend adding at least the Requester as a condition. This ensures only tickets from the same person are merged—even if the extracted values are identical.

  You can also:

  • Combine multiple fields (e.g., match on Order ID and Contact Reason).
  • Specify ticket status (default: less than closed).
  • Filter by event (e.g., only merge when a ticket is created or updated).
  • Apply conditions by brand, if applicable.

  Tip: These conditions can be added later via the Admin Center by editing the trigger. Click the gear icon at the top of the trigger page to access this.
   

1. Install the Ticket Parser app and log in to your Knots account

Please install the Ticket Parser Extract Patterns app and log in to your Knots account. For a detailed walk-through, please read our installation guide and follow steps 1-3. 

2. Set up the trigger to automatically merge tickets

1. From the app's main page, click Create trigger.
   
2. Enter a name for your trigger.

3. Choose the source field containing the data to extract.  View Zendesk placeholder documentation for more information.
   
   Here are some common placeholders:
   {{ticket.title}} = Find information in the subject line of the email/ticket

   {{ticket.description}} = Find information in the body of the email/ticket

   {{ticket.latest_comment}} = Find information in the latest ticket comment (commonly used along with our Convert PDFs, Scans + Images to Text to pull information after PDFs/images/PNGs are converted from image to text)
   

4. Set the Search type to "Text pattern search".
   
5. Specify the destination custom field to store the extracted result and add a tag that will be applied when the pattern is found.

   

6. Enter your regex pattern in the Search for pattern field.
   (Need help? Visit regex101.com or contact regex@knots.io).
   

Here's an example: 

7. At the bottom, toggle Merge a ticket with the patterns found, and then click Create to finish.

   

Need help or want to learn more about Knots automations?
Feel free to reach out to us at support@knots.io or get in touch via our contact form.