CUSTOMER SUPPORT
Merge duplicate Zendesk tickets from the same customer across email and chat
When a new Zendesk ticket arrives, finds other open tickets from the same requester (across email and chat channels) within a recent window and merges them into one canonical…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Zendesk ticket createdZendesk
- ActionSearch requester's recent open ticketsZendesk
- LogicFilter to true duplicates (same requester, email + chat)
- ActionMerge newer ticket into oldest canonical threadZendesk
- OutputPost internal note listing merged sourcesZendesk
What it does
Stops the same customer issue from splintering into parallel Zendesk tickets — one opened by email, another by live chat. On every new ticket it looks for the requester's other open tickets and folds them into a single thread, preserving every message.
When to use it
Use it when customers reach out on multiple channels for the same problem and your agents waste time reconciling duplicate tickets, or when SLA timers fire twice for one issue.
How it works
- 1A new Zendesk ticket triggers the run.
- 2The flow searches Zendesk for the requester's other open or pending tickets created in the last 72 hours.
- 3A logic step filters to genuine duplicates — same requester, overlapping subject or channel pair (email + chat) — and skips unrelated tickets.
- 4It picks the oldest ticket as the canonical thread and merges the newer one into it via the Zendesk merge action, copying comments and tags.
- 5It posts an internal note on the surviving ticket listing the merged source IDs and channels for the agent.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 3Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 4Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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