Installing and setting up the Merge Tickets app

Watch the walkthrough video here: Merge Zendesk Tickets with Knots.io

1. Installing the Merge Tickets app

1. Use this link to open the app in the Zendesk marketplace.
2. Click the Install button on the right.
3. Choose the Zendesk instance for the installation.
4. Follow the redirection to your Zendesk Admin space (ensure you have admin rights).
5. Optionally, rename the app (default: "Merge Tickets") and set role or group restrictions.
6. Click Install to complete.

2. Accessing the App

• Go to your agent workspace by clicking the four squares icon at the top-right, then select Support.
• In the Support workspace, click the Merge Tickets icon on the left.
  Note: If you have numerous apps installed, it might be hidden under the three dots at the lower left part of your screen. Click on this icon to proceed.
  

3. Creating a Knots account

•  On the settings page be sure to go to "Login". Create a new account or Login if you are already a knots customer. 

4. Creating a new trigger

• All our apps create Zendesk trigger for you. You can do the initial setup of the trigger directly in the app. 
• Click on the + New trigger button

• Choose a trigger name - you will find it later on under your Zendesk Triggers in the knots category
• Add a tag when triggereing - we prevent trigger loops for you with this tag. So we want to make sure, that the ticket will have a tag every time the the trigger was executed. You may leave the default value
• Add a tag when merging the tickets - this tag will be set after a merge happend. 
• Choose a tag which exclude the ticket from merge if it has this tag - here you can use new or existing tags, if you want to prevent some tickets from ever being merged automatically
• Comment added to the original ticket - here you can choose if you want to change the private comment, which is added to the ticket which will be merged. You can also use this to exclude the ticket from other triggers you have with the standard trigger conditions. 
• Comment added to the merged ticket - the private comment in the target ticket after the merge happend

5. Setting the conditions for the merge

• This is where you define the conditions under which a ticket should be merged. You can select any Zendesk field as a matching criteria. This means that when a new ticket is created, the app will search for an existing ticket with the exact same information in this Zendesk field. If a matching ticket is found, the newly created ticket will be merged into the existing one.
• If you tick the box Match empty values the ticket will be merged also if there is an existing ticket which has no value in this Zendesk field. 
• Add as many criteria as are relevant for the use case in which you want to merge tickets. You can set up even more different triggers if you need a wide variety of field combinations.
• Merge if target ticket status is less than excludes existing tickets to be a target for a merge if the chosen status is less than the given value. This means that if you select "Open" in this field, a merge will only occur if the target ticket found has the status "New".
• Click Save and Activate.

6. Checking Trigger conditions

• Click on the blue square with the arrow to go directly to the created trigger -> Zendesk Trigger configuration

• If needed, you can further adjust the trigger conditions. Please do not change the Action section, since this is crucial for the app to work. You are free to adjust the trigger conditions further to your specific needs

7. Testing the merge

• You can test the merge functionality now. Please note that there should be a 2-3 minute gap between the creation of a ticket for the merge to occur. Before this time, the app will not be able to locate the target ticket because Zendesk takes a few minutes before tickets become searchable.

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 zendesk@knots.io or through our contact form.