Your Tickets Stay Your Tickets
Support queues hold some of the most sensitive data in a company. Here's exactly how Ticket Merger handles it.
How it works technically
Native API access only
We connect through your helpdesk official API with credentials you create and can revoke at any time.
Least privilege
Ticket Merger asks for the narrowest scope that lets it read the queue and perform merges. Nothing more.
Minimal retention
Ticket content is used to compute similarity and is not retained beyond the comparison window. We keep the merge record, not your customer conversations.
Your permission model wins
Merges execute as a service user inside your helpdesk, so your own permissions, audit log and retention rules all apply.
Full audit trail
Every merge is recorded with the matching reason, the confidence score, and the rule that fired.
Reversible by design
Anything Ticket Merger does can be undone inside your helpdesk with the tools your team already uses.
Frequently asked questions
Do you store our ticket content?+
Only for as long as the comparison window requires. After that we keep the merge record and the metadata that explains the decision, not the customer conversation.
Can we revoke access?+
At any moment, from inside your helpdesk. Delete the API credential and Ticket Merger stops immediately.
Where does processing happen?+
On our infrastructure, over encrypted connections, and only for the queues you connect. Ask us for the current sub-processor list before you sign anything.
Can we run in suggest-only mode permanently?+
Yes. Some regulated teams never enable automatic merging and use Ticket Merger purely as a detector.
Questions before you connect anything?
Send them over. We would rather answer a security review properly than rush you through a trial.
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