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Find Ticket to merge with

This action analyzes incoming tickets to detect duplicates or related issues that should be combined. It automatically searches through your existing tickets to find matches, helping you maintain a cleaner PSA system and prevent technicians from working on the same problem twice. When merging tickets, this action can also generate personalized messages to send to your customers, keeping them informed about the ticket consolidation.

Why is it useful?

Instead of manually hunting through tickets to spot duplicates, this action does the detective work for you. It catches when customers accidentally submit multiple tickets for the same issue, or when company-wide problems generate dozens of similar reports. This keeps your ticket queue organized and ensures nothing falls through the cracks.

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This action is available only as a triggered action in a workflow.

Sequential Processing Tip

When multiple similar tickets arrive within minutes of each other, make sure to enable Process Entities Sequentially in your workflow trigger settings. This prevents the system from trying to merge tickets in conflicting directions at the same time.

Quick Start​

  1. Create a triggered workflow - Set this to trigger when new tickets are created, so it can catch duplicates right away.

  2. Choose your search scope - Decide whether to look for duplicates from:

    • The same contact (catches individual customer duplicates)
    • The same company (catches company-wide incidents)

  3. Set a reasonable time window - Start with looking back 30-60 days for potential matches. Going too far back might find irrelevant old tickets.

  4. Add the merge action - Always follow this with the "Merge Ticket" action to actually combine the tickets.

  5. Test with a few tickets - Run it on some safe test tickets first to see how well it identifies duplicates in your environment.

Customer Communication​

When this action identifies tickets that should be merged, it can automatically generate appropriate messages to send to your customers. This keeps them informed about what's happening with their tickets and maintains transparency in your support process.

What messages are sent?​

  • Merge notifications: Customers receive a clear explanation when their tickets are being consolidated
  • Context preservation: Messages explain why the merge is happening and what it means for them
  • Professional tone: All customer messages are written in a helpful, professional manner

When are messages generated?​

Messages are only created when:

  • The action finds tickets that should actually be merged (not for tickets that remain separate)
  • There's a clear benefit to informing the customer about the consolidation
  • The merge will impact the customer's experience or expectations

Best practices for customer messages​

  • Review before sending: Always review auto-generated messages before they go to customers
  • Customize the tone: Use custom instructions to match your company's communication style
  • Consider timing: Make sure customer messages are sent at appropriate times, not in the middle of the night

Best Practices​

Start Conservative​

Begin with stricter settings and gradually expand:

  • Search only tickets from the same contact initially
  • Look back just 30 days at first
  • Keep the candidate count low (10-15 tickets max)

Use Custom Instructions​

Give the AI specific guidance about your environment:

"Merge tickets about the same software application or server outage. 
Don't merge general password reset requests unless they're from the same user within 2 hours."

Handle Alert Tickets Specially​

For RMM alerts, enable the option to close resolved tickets:

  • Turn on "allow closing original ticket"
  • Use custom instructions to identify resolution patterns
  • This helps automatically clean up alert storms when issues are fixed

Monitor and Adjust​

  • Check your Event History regularly to see what's being merged
  • Look for patterns in missed duplicates or incorrect merges
  • Adjust your custom instructions based on what you learn

Common Scenarios​

Customer Duplicates: Customer emails and also calls about the same printer issue

  • Search scope: Same contact
  • Time window: 1-3 days
  • Custom instruction: "Merge tickets about the same device or software issue"

Company Outages: Server goes down, 20 people report it

  • Search scope: Same company
  • Time window: Same day
  • Custom instruction: "Merge tickets reporting the same server, network, or application outage"

Alert Management: RMM creates alert, then creates resolution ticket

  • Enable closing original tickets
  • Custom instruction: "Merge alert tickets when a later ticket shows the issue is resolved"

Common Issues​

No closed status found for the ticket's board​

This may happen if you're using ConnectWise PSA and you're trying to merge tickets from a board that doesn't have a closed status. You'll usually see Neo complain with an error like No closed status found for the ticket's board: RMM-Alerts (ID: 33). This error occurs when the ticket's board does not have a closed status. To fix this, you need to create a closed status for the board. To fix this, you'll need to ensure the ConnectWise board has a status that is marked as closed. Here's a quick 30-sec video on how to do that: