Duplicate Ticket Merge
User guide
1. Install
- Install the extension from Zoho Marketplace (or the private beta link you received).
- Choose the Zoho Desk portal, then the departments and profiles whose agents can use it.
- Authorize the Zoho Desk connection when asked. The extension uses it to read tickets and contacts and to merge tickets; see the privacy policy.
Agents also need the Find and Merge permission in their Zoho Desk profile to merge.
2. Settings (admins)
| Setting | Default | What it does |
|---|---|---|
| Match window (days) | 7 | How far before and after a ticket to look for duplicates. |
| Subject similarity (0.1 to 1) | 0.6 | How similar two subjects must be for the "similar subject" rule. Higher is stricter. |
| Include closed tickets | Off | Also match tickets that are already closed. |
| Allow merging | On | Turn off to keep the panel, scan and previews but disable every merge button. |
3. Duplicates panel (on a ticket)
- Open a ticket and choose Duplicate Ticket Merge in the right panel.
- The panel lists likely duplicates with the reason for each match. Untick any you don't want.
- The oldest ticket is the master by default. Click Use as master to pick another.
- Click Merge … into #…, check the preview, then click Merge now. A private note is added to the master ticket.
4. Department scan (clean-up)
- Open Duplicate Scanner from the top band (the icons at the top of Zoho Desk).
- Pick a department, a window (7, 14 or 30 days) and a rule, then click Scan. Up to 1,000 tickets are checked per scan.
- Review the groups; expand one to see its tickets. Untick the groups you don't want.
- Click Review … groups. The preview shows every group and the estimated API credits. Above 20 tickets you type MERGE to confirm.
- While it runs you can pause, resume or cancel. Keep the window open until the summary appears; you can copy the summary.
5. Rules
- Same contact + similar subject (default, safest).
- Same contact — groups every open ticket from one requester in the window. Broad: review each group before merging.
- Same subject — useful for outage floods. Generic subjects such as "Help" are skipped.
6. API credits
Each merge call uses 30 Zoho Desk API credits, each search or list call 3, each note 1. The preview shows an estimate before you confirm.
7. Uninstall
Uninstall the extension from Zoho Desk's Marketplace settings. Its settings are removed. Tickets you merged stay merged; audit notes stay on the master tickets.