Two agents, two different answers
Duplicates get picked up in parallel. The customer gets conflicting replies and your agents redo each other's work.
Free Auto Merge
Duplicate tickets merge themselves.
Free Auto Merge (formerly Auto Merge 2025) is a free Zendesk app that merges duplicate tickets automatically, using rules you set. When the same customer asks about the same issue on email, WhatsApp or chat, your team gets one ticket instead of three.
Unlimited rulesSubject contains or regexEvery channel
Merge result
Zendesk Ticket View2 tickets in, 1 ticket out
#48213 · Email 09:12
Where is my order #10482?
#48219 · WhatsApp 09:20
Still waiting on order #10482
Rule
Same customer, same issue (72h)
Recommended next step
#48219 matches the rule, so it is merged into #48213 and tagged auto_merged.
Logged result
The customer's latest reply is copied to #48213. One agent, one answer.
Ready to review
Free
Unlimited rules and merges
$0
No per-agent fees
< 1 min
Setup, no triggers to write
SOC 2
Type II certified
Problem
The same customer, answered twice
Customers who don't hear back fast ask again on another channel. Zendesk opens a new ticket each time, and your team pays for every copy.
Inflated backlog and metrics
Every duplicate counts in your queue, first-reply time and resolution reports, so the numbers look worse than the real workload.
How it works
Rules decide, the app merges
Every new ticket is checked against your active rules. Matches are merged into the open ticket within a couple of minutes, around the clock.
1
A new ticket arrives
Auto Merge checks it against your rules. Same requester, inside the time window, plus any other fields you chose.
2
The duplicate is merged
It is merged into the primary ticket with an internal or public note, resolved as Solved or Closed, and tagged auto_merged.
3
Nothing gets lost
The customer's latest reply is copied to the primary ticket. Tickets that match no rule go to your team as usual.
Product walkthrough
From two tickets to one
See a WhatsApp follow-up merged into the original email ticket, and the rules that decide what counts as a duplicate.
Demo walkthrough
Demo walkthrough
Demo of a duplicate merged automatically
The same customer asks twice, eight minutes apart, on two channels. Auto Merge merges the second ticket into the first.
Product view
You decide what counts as a duplicate
Match on subject text or a regex for changing order numbers, and leave tickets tagged no_merge alone.
Product view
Rules, reply relay and dashboard
Unlimited rules, the customer's latest reply on the primary ticket, and merge counts at a glance.
Controls
Only tickets that match your rules are merged
Choose merge direction, time window and how duplicates are resolved. Add the no_merge tag to any ticket the app should skip, and exclude statuses such as solved or closed.
Flexible matching
Requester, subject (full match, contains or regex), brand, channel, ticket form and custom fields, inside a time window you set.
Reply relay
The customer's latest message always lands on the ticket your agent is working, so nothing they wrote is missed.
Reporting in Explore
Every merged ticket is tagged auto_merged, so Explore shows exactly how many duplicates you removed.
Zendesk Marketplace
Install through Zendesk Marketplace and keep procurement simple.
Security Review Ready
SOC 2, ISO 27001, GDPR, and HIPAA documentation is available for review.
No Data Training
Customer content is processed for the workflow and is not used to train models.
Pricing
Simple app pricing, with enterprise controls when needed
Start from the marketplace plan, then move to enterprise support when security review, custom terms, or higher-touch support become part of the buying process.
Free plan
Free
Every feature, for every agent on your Zendesk account.
- Unlimited rules and merges
- Subject contains and regex matching
- Brand, channel, form and custom-field matching
- Reply relay and Explore tagging
Best for scale
Enterprise plan
Custom
For teams whose security and legal review needs paperwork and support guarantees.
- Everything in the free plan
- SSO and audit logs
- SOC 2 report, BAA and negotiated DPA
- Security review, custom terms and NDA
- Priority support
FAQ
Questions teams ask before installing
Short answers for setup, pricing, security, and control.
How do I automatically merge duplicate tickets in Zendesk?
Install Free Auto Merge from the Zendesk Marketplace, connect your Zendesk account, and create a rule. Match the same requester within a time window, plus subject, brand, channel, form or custom fields if you need them. New tickets that match are merged into the open ticket automatically, usually within a couple of minutes.
Can Zendesk triggers merge tickets?
No. Triggers can update fields, add tags and send notifications, but merging is not a trigger action, so agents merge duplicates by hand. Free Auto Merge adds rule-based automatic merging to Zendesk Support.
Is there a free auto merge app for Zendesk?
Yes. Free Auto Merge by Adelante is free on the Zendesk Marketplace, with unlimited rules and merges and no per-agent fees. It is not a trial. The Enterprise plan adds compliance paperwork, SSO, audit logs and priority support.
Can it merge tickets when the subject changes?
Yes. Match on subject text that stays the same, or use a regex such as an order or case number pattern, and limit the rule to one requester if needed.
Can it merge something it shouldn't?
Only tickets that match a rule you wrote are merged. Add the no_merge tag to any ticket to exclude it, and skip statuses such as solved or closed.
Which channels does it work with?
Email, web form, WhatsApp, SMS, Messenger and messaging. Any channel that creates a Zendesk ticket works, in any language.
How is our data handled?
The app connects through OAuth 2 and reads only the ticket fields your rules use. Data is encrypted in transit (TLS 1.2+), processed in real time, and ticket content is not kept outside Zendesk. Adelante is SOC 2 Type II and ISO 27001 certified, and GDPR and HIPAA compliant.
Marketplace ready
Put this workflow in front of your agents.
Start from Zendesk Marketplace, then book a setup call if you want help matching the app to your team’s ticket workflow.