Installation guide for the Merge Tickets app

Watch the walkthrough video here: How to Install & Set Up the Merge Tickets App for Zendesk

1. Install the app

1. Click this link to open the app in the Zendesk Marketplace.
2. Click the Install button on the right.
3. Select the Zendesk instance where you want to install the app.
4. Follow the redirection to your Zendesk Admin space. (Make sure you have admin rights.)
5. (Optional) Rename the app (default: "Merge Tickets") or set role/group restrictions as needed.
6. Click Install to finish the setup.

2. Access the app

1. Open your Agent Workspace:
   • Click the four-square icon at the top-right, then select Support.
2. In the Support Workspace, find the Merge Tickets app icon on the left panel.
   • If it's not visible, click the three dots at the bottom left to locate hidden apps.
     

3. Log in or create a Knots account

On the Settings page, click Login to either:

• Create a new Knots account.
• Log in if you already have a Knots account.
  

4. Create a new trigger

Once logged in, you can set up your first trigger directly in the app. Click the + New trigger button.

•  
  • Enter a name for the trigger - you’ll find it later in your Zendesk triggers.
  • Add a tag on triggering - this tag helps prevent trigger loops. You can keep the default value.
  • Add a tag when merging the tickets - this tag is applied once the merge is complete.
  • (Optional) Choose a tag which excludes the tickets from merge if it has this tag - Tickets with this tag will never be merged automatically.
  • Customize the comment added to the original ticket - This is a private comment added to the ticket that gets merged.
  • Customize the comment on the merged ticket - This is the private comment added to the target ticket after the merge.

5. Set merging conditions

Now, define the conditions under which tickets should be merged.

• Select one or more Zendesk fields to use as matching criteria.
• The app will search for existing tickets with the same field values.
• (Optional) Check the Match empty values if you want the app to also match against tickets with empty values in that field.
• Add as many conditions as needed. You can also create multiple triggers for different scenarios.
• Use the Merge if target ticket status less than option to filter eligible target tickets by their status. For example, selecting "Open" means only tickets with status "New" will be merged into.

Click Save and Activate when you're done.
 

6. Review your trigger

After saving, you’ll see a blue square with an arrow icon (Zendesk trigger conditions)—click it to jump straight to the trigger in your trigger settings in the Admin center.

• You can further adjust the Conditions section to better suit your workflow.

  
  Important: Do not modify the Actions section—this is required for the app to function properly.

7. Test the merge

• Create two tickets that match your merge conditions.
• Wait 2–3 minutes—Zendesk needs this time before new tickets become searchable.
• The app will then automatically merge the new ticket into the matching existing one.

For more information about the app, visit Merge Tickets in Zendesk. 

If you have any questions or suggestions regarding this app, please reach out to us at support@knots.io or through our contact form.