This article will help you decide if this app is appropriate for your setup.
Merging tickets in Zendesk is a tedious task. The end users have the same problem over and over again. The Quick Merge application makes this task easier by displaying the previously sent messages in New, Open or Pending tickets from the customer. It also allows the agent to select more than one of the displayed tickets at once. 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.
However, the agent still has the liberty to choose which ones he/she wants to merge.
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.