Free Auto Merge

Stop answering the same customer twice

A customer emails about a late order. Ten minutes later they ask again on WhatsApp, then reply to an old ticket with a new subject. Zendesk opens three tickets. Two agents pick them up, the customer gets two different answers, and your backlog, first-reply times and reports count every copy. In consumer support, up to 1 in 5 tickets in the queue is a duplicate.

Free Auto Merge finds duplicate tickets with rules you set and merges them into one ticket automatically, before an agent opens them. It's free: unlimited rules, unlimited merges, no trial clock and no per-agent fees.

How it works

1. A new ticket arrives.

2. Auto Merge checks it against your active rules: same requester, inside the time window, plus any other fields you chose.

3. If it matches an open ticket, the duplicate is merged into the primary ticket, gets an internal or public note, and is tagged auto_merged.

4. The customer's latest reply is copied to the primary ticket, so nothing they wrote gets lost.

5. If nothing matches, the ticket goes to your team as usual.

Merges run within a couple of minutes of a ticket arriving, around the clock, including nights and weekends.

Add the no_merge tag to any ticket the app should skip, and exclude statuses such as solved or closed. Every merge is tagged, so Explore shows exactly how many duplicates you removed.

You decide what counts as a duplicate

Each rule can match on:
- Requester: always the same customer
- Subject: full match, contains a fixed text, or a regex. This catches subjects where an order or case number changes with every email.
- Brand, channel and ticket form
- Custom fields, including whether empty fields count as a match
- Time window: for example, only tickets created within 72 hours of each other

And decides what happens:
- Merge direction: keep the older ticket or the newer one
- Resolve the duplicate as Solved (it reopens if the customer replies) or Closed
- Notes posted as internal or public comments, in your own words

Why teams install it

• Free, not a trial: unlimited rules and merges for every agent on your account

• One ticket per issue, so agents stop duplicating each other's work

• Duplicates are merged before an agent picks them up, so no one spends time on a ticket that's already being handled

• One consistent answer for the customer, not two that disagree

• Works on every channel that creates a Zendesk ticket: email, web form, WhatsApp, SMS, Messenger and messaging, in any language

• Setup takes under a minute, with no triggers to write

More in the app

• Unlimited rules: run separate rules per brand, channel or form, each with its own window and direction
• Dashboard: tickets processed, tickets merged and active rules at a glance
• Reply relay: the customer's latest message always lands on the ticket your agent is working

Plans

• Free: every feature, unlimited rules and merges, for every agent on your Zendesk account
• Enterprise: adds SSO, audit logs, the SOC 2 report, a BAA, a negotiated DPA, a security review, custom terms and NDA, and priority support

Install it free and turn on your first rule today. Full details: getadelante.com/apps/free-auto-merge

Your data

The app connects through a secure OAuth 2 integration and reads only the ticket fields your rules use: requester, subject, brand, channel, form and the custom fields you choose. We encrypt data in transit (TLS 1.2+), process it in real time, and do not keep ticket content outside Zendesk. Free Auto Merge is HIPAA and GDPR compliant, and ISO 27001 and SOC 2 Type II certified. The SOC 2 report, BAA and negotiated DPA come with Enterprise. Security questions: help@getadelante.com

Duplicates are the start. The repeat questions behind them are next. Our Shopify AI Agent answers order status, returns, exchanges and order edits end to end inside Zendesk, and hands off to your team with full context when a human is needed. Built and run for you. Search "Shopify AI Agent by Adelante" in the Marketplace.