Unmerging in Freshservice What Is Possible
No undo button, but nothing was deleted. The recovery takes a few minutes and leaves a clean audit trail.
Recovering a wrongly merged ticket
Open the closed secondary
The merge left a note linking the two, so either ticket leads you to the other. The full conversation is still on the secondary.
Reopen or recreate
Reopen it if the request is still live. If the history would confuse people, raise a fresh ticket for the same requester and carry the conversation across.
Note it on the primary
A private note stops the next technician merging it straight back tomorrow.
Frequently asked questions
Does Ticket Merger support Freshservice yet?+
Not yet. Ticket Merger connects to Zendesk and Freshdesk today, and Freshservice is next on the roadmap. Tell us you want it and we will let you know the moment it is ready, since we prioritise by how many people ask.
Can I review merges before they happen?+
Yes. Start in suggest-only mode: Ticket Merger flags the pairs it believes are duplicates and leaves the decision to an agent. Most teams run that way for a week, check the hit rate, then let the confident matches merge on their own.
What stops it merging two tickets that are not the same?+
Rules you set. Match on requester, subject similarity, body similarity and a time window, and exclude anything you want left alone, like tickets from a specific form, group or tag. Anything below your confidence threshold gets suggested rather than merged.
How long does setup take?+
About five minutes to connect, and the first scan of your open queue runs immediately after. Onboarding help is included on every plan.
Fewer wrong merges by design
On Zendesk and Freshdesk today, Ticket Merger merges with conservative defaults, an explicit confidence threshold and a note explaining every decision. Freshservice is next.
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