About Ticket Merger: One Product, One Job
About Ticket Merger, in one line: it doesn't want to be your helpdesk, it wants to remove the tickets that should never have been in it.
Every support team we have worked with knows they have duplicates. Almost none of them know the number. When they measure it, it's usually between 8% and 20% of the queue, and it has been that way for years.
The reason nobody fixes it's not laziness. It is that fixing it manually requires an agent to recognise a ticket they've never seen, in a view they don't watch, worded differently from the one in front of them. That isn't a training problem. It's a software problem.
So we built the software. It connects to Zendesk and Freshdesk, with Freshservice and HubSpot coming soon, it watches the queue, and it merges the duplicates through the same API your agents use. That's the whole product.
Questions about Ticket Merger
What should I know about Ticket Merger before trying it?
It does one thing: it watches your open queue, spots tickets that are the same request arriving twice, and merges them through your helpdesk's own API under rules you set. It doesn't replace anything you already run.
Who builds Ticket Merger?
A small team that spent long enough inside support queues to get tired of answering the same ticket twice. Support and onboarding come from the people who write the code.
Which helpdesks does Ticket Merger work with?
Zendesk and Freshdesk today. Freshservice and HubSpot are on the roadmap, and we prioritise by how many people ask for them.
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