This article will help you decide if this app is appropriate for your setup.
There are times that customers will be contacting you multiple times for the same reason. Therefore, merging tickets regarding the same concern from the same customer is really important. However, merging tickets in Zendesk is a tedious task so having the Quick Merge App would help a lot.
Quick Merge App makes merging tickets easier by displaying all New, Open, or Pending tickets from the same customer. It would then allow the agent to select all related tickets at once and merge them. This way, the agent does not have to look through all the tickets to find a previous ticket nor merge each of them one by one. This app would help save time and lessen any confusion or errors.
NOTE: The admin can configure the app according to the desired workflow and has the authority to decide if the app works on open, pending, or new tickets.