The Zendesk Ticketing System

Yes. Zendesk Support is the product name; the Zendesk help desk ticketing system is what people call it when they're describing what it does.

It's the core of Zendesk Support. Every message from email, chat, phone, web form or social becomes a ticket with a requester, a status, an assignee and a full history, and triggers and views decide where it goes next.

No. Ticket Merger uses the native Zendesk merge, so the conversation, attachments and audit history move onto the surviving ticket. The duplicate is closed with a note pointing at the original.

No. Once a pair matches your rules, Ticket Merger merges it. What you control is what qualifies: requester, the subject keywords you list, the time window, and the groups, forms or tags you exclude. To see how it behaves before it touches everything, point it at one group first and widen from there. Every merge leaves a note on the thread saying what was merged and why.

Rules you set. Match on requester, subject keywords, status, priority, category or group, and a time window, and exclude anything you want left alone, like tickets from a specific form, group or tag. Anything that does not clear those rules is left alone.

About five minutes to connect, and the first scan of your open queue runs immediately after. Onboarding help is included on every plan.