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.
Mandatory fields are:
- Number of days back - 1 day is 24 hours
- Requester - email of the customer
You can further customize this by specifying the 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 would like to understand this better.
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.