[Zendesk] Ticket Merge

[Zendesk] Ticket Merge

[Zendesk] Ticket Merge is a flow that allows us to multiple tickets into one. It is used to merge any duplicate tickets from the same user. This flow checks for any tickets that have the "new" status, the same requester (user email) as the provided one (in the inputs) and that has been created in the past 24 hours. If any are found, the ticket with Ticket ID (in the inputs) will be merged into the first found one.

How it works

• The Zendesk search with Ticketing API works with queries. The first step is to create that query by putting in the two fields we are searching the tickets on: requester and status.

• The next action is a custom one that will search for Zendesk tickets based on the query and merge them if their creation time is within the specified adjustable field Hours Ago Created At Delta. The current will be merged with the ticket found in the search.
  Note: Although this field talks about hours, the value is actually defined in minutes. In the example below, 1440 is 24 hours.

• If the ticket is merged, there will be a tag dg-merged that will be added to the ticket.

• Finally, the Merged analytics field will be recorded with a value of true.