Automated Ticket Merge

Intelligently combine related tickets to streamline issue resolution

01Overview

About this feature.

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. Discover how Neo improves efficiency with MSP AI automation by merging duplicate tickets intelligently. Looking for more automation? Check out Automated ticket triage for MSPs to keep workloads consistent and predictable.

02Setup

How to set up through Neo.

STEP 1

Enable Ticket Merge Capability

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.

STEP 2

Define Candidate Selection Criteria

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.

STEP 3

Set Custom Instructions

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.

STEP 4

Configure Post-Merge Actions

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.

03Considerations

Considerations when setting up.

Timing Sensitivity

Ticket Merge works best when configured to look back an appropriate number of days based on your typical ticket resolution timeframes.

Contact Metadata

The system relies on consistent contact information across tickets; ensure your PSA has clean contact data for optimal results.

Custom Instructions

For complex environments, invest time in crafting detailed custom instructions to handle edge cases specific to your clients or service offerings.

Queue Management

Carefully plan which queues should receive merged tickets to prevent workflow disruptions or tickets being overlooked.

FAQ

Frequently asked questions.

How does Neo Agent determine which tickets should be merged?+

Neo Agent analyzes ticket content, timestamps, configuration data, and contact information to identify tickets that are likely related to the same issue or represent follow-ups to existing problems.

Will ticket history be lost when tickets are merged?+

No, all notes, attachments, and communication history from both tickets are preserved during the merge process, ensuring complete documentation of the issue and its resolution.

Can I customize the criteria for when tickets should be merged?+

Yes, the system allows custom instructions that override default merging behavior, allowing you to define specific rules for your organization's needs.

What happens to the original ticket after merging?+

The original ticket is maintained in your PSA system but can be automatically moved to a specified queue. You can also configure the system to close the destination ticket if appropriate.

Can ticket merging work across different PSA systems?+

Currently, ticket merging only works within a single PSA system. Future integrations may support cross-system merging capabilities.

How far back does the system look for potential duplicate tickets?+

This is configurable in the setup process. You can set the lookback period (in days) to match your typical resolution timeframes, with 30 days being a common default.

Will Neo Agent merge tickets automatically or wait for approval?+

By default, Neo Agent will identify merge candidates and execute the merge after analysis. You can add workflow approval steps if you want human verification before merges occur.

How do I know if tickets were merged correctly?+

Neo Agent provides detailed reasoning for each merge decision in its dashboard reporting, and notifications can be sent to technicians explaining why tickets were merged.

Ready to run Automated Ticket Merge?

14-day free trial. No credit card. Live in two hours.

Book a demo Start free trial