Merge tickets that are from the same customer (identified as the "requester" by Zendesk Support) in a short period of time to ensure your agents are aware of all the messages coming from that customer are in one place.
To learn more, have a look at How does merging tickets in Zendesk Support work?.
Mandatory fields are:
- Number of days back - 1 day is 24 hours
- Requester - email of the customer
tagsInclude / tagsExclude
You can further customize this by specifying which existing tags to be included or excluded when performing this action. The tags must match what you have in your Zendesk Support.
To get an overview of the tags you have, go to Admin > Manage > Tags in Zendesk Support. Here is Zendesk's article about tags if you want to understand this further.
In the example above, I would like to merge the newly created ticket with tickets that have the same email and are still open in the past 48 hours.
Note that the value
visitorEmail under Requester is captured through the Get Visitor Info action.
Get Organization Info
Get Organization Info action retrieves the system and the custom fields of the user’s organization. According to Zendesk, a user can belong to multiple organizations. This is a configuration setup that our customers can enable or disable from the Zendesk side. The action
Get Organization Info fetches the user’s organization info of the first organization that Ultimate finds for this user.
Example 1: If user X belongs to Organization A only, Ultimate gets the info from Organization A
Example 2: If user X belongs to Organization B and Organization A, and Organization B is on top of the list, Ultimate gets the info from Organization B.
This action is particularly useful if you have different types of clients that you service, based on the organization type you can differentiate the answers they receive so they are more specific.
The action can be created on the bot, intent, reply, and block level.
Note - on the bot level, the action is only available on the event
Ticket Received by Ultimate.
You can choose from a list of fields to fetch. The custom fields available to get are labeled as
You can add more fields to get by clicking on the button:
Get Another Field