Intelligently combine related tickets to streamline issue resolution
Neo's intelligent ticket merge capability identifies when multiple tickets are related to the same issue or incident, automatically combining them to eliminate duplicate work and provide a unified view of the problem. By analyzing ticket content, timing, affected systems, and client information, Neo can detect when separate tickets are actually part of the same underlying issue, helping to prevent confusion, reduce redundant effort, and streamline your support workflow.
Configure the Ticket Merge action in your Neo Agent workflow settings panel. Set global preferences for maximum candidate search, lookback period, and whether to allow automatic closure of destination tickets after merging.
Choose your preferred candidate selection method - either open tickets for the same contact or open tickets for the same company. This determines how Neo Agent identifies potential duplicate tickets that may need to be merged.
Create custom instructions to guide Neo Agent's merging decisions for your specific environment. These instructions can include company-specific policies, special handling for VIP clients, or unique requirements for particular issue types.
Specify what happens after tickets are merged, including which queue to move merged tickets to and whether the destination ticket should be closed when appropriate. This ensures proper ticket routing after the merge process completes.
Ticket Merge works best when configured to look back an appropriate number of days based on your typical ticket resolution timeframes.
The system relies on consistent contact information across tickets; ensure your PSA has clean contact data for optimal results.
For complex environments, invest time in crafting detailed custom instructions to handle edge cases specific to your clients or service offerings.
Carefully plan which queues should receive merged tickets to prevent workflow disruptions or tickets being overlooked.
