Textline for Zendesk Support vs Merge Duplicate Tickets

Create the best customer experience\n\nTextline is a business text messaging platform that empowers customer support teams by making it easy to send and respond to text messages. Brands like 1-800-Got-Junk, Tuft & Needle, Stuart Weitzman, TriMet, and Live Nation use Textline to communicate with customers in a way that is fast, convenient, efficient, and accessible from anywhere. Make customers happy by adding a personal touch to your customer experience while lowering call volume and resolving more issues.\n\n### Turn customer support from a cost center into a revenue center\n\nTextline offers the best tools for support workflow, team collaboration, and process automation. Your team can share one or more phone numbers for responding to customer inquiries while easily managing multiple conversations simultaneously. Use features such as agent transfers, templated responses, scheduled messages, metrics, and more. Our seamless integration lets you use Textline natively within Zendesk Support. Initiate and respond to text messages using the top bar widget, channel integration, or ticket sidebar widget. All text conversations are automatically logged on customer tickets, while Zendesk contacts are saved in Textline’s address book.\n\n### Features include:\n\n* Shortcuts — Store templates for frequently used messages.\n* Transfer — Transfer text messages, similar to transferring phone calls.\n* Notifications — Receive desktop, email, and mobile alerts.\n* Auto Responses — Use automated greetings and away messages.\n* Whispers — Leave private notes for internal team discussions.\n* Metrics — Understand customer interactions and monitor team performance.\n* MMS — Send and receive photos, videos, and attachments.\n* Address Book — All Zendesk contacts sync into Textline.\n\n### Data Privacy and Security\n\nTextline accesses and processes the following Zendesk data to provide text messaging services:\n\n* Customer contact information (names, phone numbers, email addresses) - Used to identify contacts and enable text messaging communication\n* Ticket data and conversations - Used to log text message interactions and maintain conversation history within Zendesk tickets\n* Agent information (names, roles, groups) - Used to route messages and manage team collaboration features\n* Organization settings - Used to configure integration preferences and workflow automation\n\nAll data is transmitted securely using industry-standard encryption and stored on Textline's secure servers in compliance with applicable data protection regulations. Data is used solely to provide the text messaging service and improve user experience. Textline does not sell or share personal data with third parties for marketing purposes.\n\nFor complete details on data handling practices, please review our Privacy Policy.\n\nIf your team is ready to start texting, sign up for your free trial at https://textline.com

Managing multiple tickets for the same customer issue can be a real headache. Duplicate tickets, scattered conversations, and missed updates lead to inefficiencies that impact both your team's productivity and your customer satisfaction. That's where Swifteq comes in. Our app lets you merge tickets automatically, ensuring your support team stays organized and your customers stay happy. Say goodbye to duplicate tickets and hello to efficiency! No more hunting down related tickets or dealing with messy customer conversations. Features That Simplify Your Support Process ✅ Effortless Ticket Merging Automatically combine duplicate tickets into one, keeping all relevant details and history in one place, saving time and reducing manual errors. ✅ Preserve Ticket History When you merge tickets, all updates, attachments, and conversations are linked seamlessly to the primary ticket, ensuring nothing gets lost. ✅ Customizable Merge Rules Set up rules that fit your workflow. Whether you want to merge tickets from the same customer or combine tickets based on a common identifier in the ticket comment, our ticket merger adapts to your needs ✅ Filter Which Zendesk Tickets to Merge Configure your own exclusions to prevent certain tickets from merging, for instance tickets from internal users or bots. ✅ Merge Entire Backlog If you need to merge multiple backlogs, our team can provide this as an add-on. ✅ Intuitive User Interface Our clean and simple design makes it easy for your team to start merging tickets without the need for extensive training. ✅ Full Zendesk Integration Our merge tickets app integrates directly with Zendesk, making setup and usage a breeze. No complicated installations or steep learning curves—just smooth functionality. Benefits That Boost Your Team’s Performance 💡 Save Valuable Time Free up hours each week by automating the ticket-merging process. Spend less time on admin tasks and more time resolving customer issues. 📈 Improve Team Collaboration Give your agents a clear picture of each customer issue so they can work together more effectively. 💡 Deliver Better Customer Experience No more confusion from fragmented conversations. Customers get clear, cohesive replies that reflect professionalism and care. 📈 Increase Productivity A more efficient workflow means your team can handle more tickets without feeling overwhelmed. 🚀 Faster Response Times By consolidating tickets, your agents can spend less time digging through duplicate cases and more time providing fast, accurate resolutions. 💰 Cost Savings Save on operational costs by reducing the time spent on manual ticket management. Efficiency translates to tangible savings for your business. 😌 Reduced Stress Take the chaos out of ticket management. Our ticket merger app ensures your team has the tools to stay organized and stress-free. 🧠 Simplify Workflows Eliminate confusion caused by duplicate tickets and create a more organized support system. How Does the Merge Duplicate Tickets App Work? The app uses a Zendesk trigger & webhook pair to get notified of new tickets. Checks if a new ticket is a duplicate according to your configured criteria. Automatically merges the ticket so your agents don't have to. You can also merge and reduce your entire backlog of tickets as a once-off service. Need a custom setup? You can implement any auto-merging logic that fits your use case (i.e. merge tickets from different email addresses that mention the same phrase) Support and Resources: For assistance or more information, visit our support page or contact our support team directly through the app. About the Developer: Merge Duplicate Tickets is developed by Swifteq, a qualified Zendesk technology partner. Our suite of Automation, Help Center, and Agent-Assist Zendesk apps help Support Teams work smarter while keeping the customer experience at the center of everything they do. Data Privacy: Merge Duplicate Tickets processes ticket data only when triggered and does not store customer data. For more details, visit swifteq.com/data-zendesk-apps Ready to Bring Your Zendesk Workflow to the Next Level? Try the Merge Duplicate Tickets App Today and Experience the Difference!