I would like to automatically close any duplicate tickets and only leave open the most recent one for a given customer. A ticket is a duplicate if a past ticket was opened by the same user email address.
This uses two Zendesk API endpoints to:
get all the open tickets and store them in memory
You can use this endpoint: [login to view URL]
go through these tickets and find those that are duplicates (by tracking and looking up the sender's email address). Save the list of duplicate ticket ids in memory
For each ticket id from the list above, call this API endpoint to close the ticket:
[login to view URL]
A thing to consider: are there situations when the same customer can create many tickets which are not duplicates? If yes, what is the additional criteria for a ticket to be considered a duplicate (in addition to email address): same tag, same/similar subject, etc. In this case the script can get a bit more complicated.
I have an idea of how to accomplish but looking for support and guidance.
4 freelancers are bidding on average £81 for this job
I am an experienced web developer with more than 7 years experience. I have already worked with Zendesk APIs. I can work with you to accomplish a desired result. waiting to chat and start working.
From reading the description, the customer can post multiple tickets in the same category, so the email or category wouldn't really be valid to find duplicates. What's the idea you have in mind?