Zoho Desk extension · Standard, Professional and Enterprise

Find duplicate tickets and merge them in batches — with a preview first.

Duplicate tickets split conversations, inflate your ticket counts and waste agent time. Zoho Desk merges up to five tickets at a time, and finding the duplicates is still manual. This extension does the finding for you.

Status: submitted to Zoho Marketplace, in review. Until the listing goes live, teams that deal with duplicate tickets can try it free: email support@atesensoftware.com.

Try it before launch

What it does

Duplicates panel on every ticketOpen a ticket and see other open tickets from the same contact, or with a similar subject, in the same department.
Department scanFind every duplicate group from the last 7, 14 or 30 days and merge the groups you choose in one run.
Preview, then an audit noteNothing changes until you confirm. A private note on the master ticket records what was merged, by whom and why.
No code, no serverWorks on Standard and Professional without custom functions. The extension calls the Zoho Desk API from your browser; your ticket data never leaves Zoho.

One-minute demo: the ticket panel and the department scan (demo data, real extension code).

Side panel listing two likely duplicates of the open ticket, each with a match reason, and a Merge button — The ticket panel (demo data).

Department scan showing duplicate groups with checkboxes, ticket counts and an estimated API credit cost — The department scan (demo data).

How matching works

You choose one rule per scan:

Same contact + similar subject (default) — the safest rule for most teams.
Same contact — any open ticket from the same requester within the window.
Same subject — identical subject after removing "Re:", "Fwd:" and ticket numbers. Very short or generic subjects ("Help", "Question") are skipped.

Only tickets in the same department are grouped, because Zoho Desk cannot merge across departments. The oldest ticket becomes the master unless you pick another one.

Isn't this what Email Deduplication does?

No. Zoho's Email Deduplication stops one email sent to two of your department's addresses from opening two tickets. It does not find duplicates that already exist, and it does not cover the same customer writing twice, a web form plus an email, chat, or an outage flood.

Pricing

Price on Zoho Marketplace: $19 per Zoho Desk organization per month, or $189.24 per year, with a 15-day free trial. Teams that try it before launch are told the final price before they are asked to pay.

Good to know

Zoho Desk merges are permanent. Merged tickets go to the Recycle Bin, where Zoho keeps them for a limited time.
Each merge uses Zoho Desk API credits (30 per merge call). The scan shows an estimate before you start.
You need permission to merge tickets in Zoho Desk. Admins can turn off Allow merging in the extension settings; the panel and scan keep working.