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Automatically merge duplicate tickets in Zendesk

Merging tickets from the same customer just got a whole lot easier! Put your ticket merging workflows on auto-pilot and allow agents to save up to 10% of their time. Use your own rules, and improve customer satisfaction by reducing resolution time.

FREE  14-day trial, no credit card required.

Pricing starts at €50/month.

Merge two Zendesk tickets based on the same requester

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Configure the duplicate criteria to match your own setup

You are in control of how and when a customer ticket is considered a duplicate by using additional ticket fields to be matched, such as:

📧 Subject

🎫 Ticket description 

💳 Custom field value (i.e. Order ID)

Match tickets based on text extracted from subject or description (i.e. same unique identifiers such as Order ID)

Customize the merging window to only merge tickets created in a time interval.

configure zendesk ticket merging criteria for duplicates
add filters for zendesk ticket merging

Customize Your Exclusion Rules with Defined Filters

Prevent certain tickets from merging based on your own exclusion requirements, such as:


🤖 Tickets from internal users or bots 

💻 Email addresses or entire domains 

🌐 Any exclusion possible in Zendesk triggers

And much more...

Merge your entire backlog

Use our fast service to clean up your backlog from duplicate tickets. For a once-off fee of only €100, you can reduce your current backlog size by up to a huge 20%!

Custom setup

Do you need to merge tickets from different email addresses but with the same Order ID? No problem! We set up any custom auto-merging workflows built uniquely for your organization’s needs in just a few short days.

Merging comments

Customize merging comments based on your own specifications. You can even make comments public so that requesters can be notified when tickets are merged.

How it works?



Install the app from the Zendesk marketplace and register for a Swifteq account.

Authorize the app to securely access your Zendesk account via the Application Programming Interface (API).

You can rest assured that no employee or customer data will be stored on Swifteq servers. For more information check out how we handle data in our Zendesk Apps



Customize and configure the merging criteria and filters based on your requirements.

Enable auto-merging. This will automatically create a trigger in Zendesk and your tickets are ready to merge.

It’s as easy as that!

 ✅ Get Started Now

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Matt Anderson

Quality & Compliance Supervisor


"A big help - when we hit peak season and see our queues creep up more than we'd like this app is brilliant for merging together multiple contacts from the same customer."

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Julian Diaz Del Campo

Customer Care Specialist


"The application works great, merges tickets without any problem, and allows a lot of flexibility with the criteria. It certainly saves a lot of management time."


Luke Benjamin



This app is a lifesaver! I only wish we discovered it sooner. Saves our team a huge amount of time merging multiple tickets and they can now solve inquiries immediately.

Integrates seamlessly with 
zendesk support logo

The ticket-merging app that keeps your queue tidy and your agents happy 😊

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