# Prompt to Combine Similar Tickets Crate

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If you’re new to Crates, read through our introductory Crate documentation [here](https://docs.rewst.help/prebuilt-automations/crates). Find the Crate in our Crate Marketplace.
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## What does the Prompt to Combine Similar Tickets Crate do?

This Crate automatically detects potential duplicate tickets in ConnectWise PSA when new tickets are created. When a new ticket is created, the Crate's workflow searches for existing tickets with similar summaries from the same company within the last 2 weeks. If a match is found, it presents technicians with options via buttons in the ticket.

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Install this Crate for the managing organization only.
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There are two relationship types associated with this Crate.

**Child Relationship - uses /attachChildren API:** This creates a parent-child relationship where both tickets remain valid with their original numbers.

* Creates a bundled relationship while preserving both ticket numbers
* Both tickets remain independently accessible
* Can be undone by detaching the relationship

**Merge - uses /merge API:** This combines tickets where the merged ticket number becomes invalid.

* Permanently combines tickets into one
* The merged ticket number becomes invalid or inaccessible
* Can't be easily undone

## Crate prerequisites

You'll need to first successfully integrate [ConnectWise PSA](https://docs.rewst.help/documentation/integrations/integration-guides/connectwise-integration-setup) with Rewst before unpacking this Crate.

## Unpack the Prompt to Combine Similar Tickets Crate

1. Navigate to **Marketplace > Crates** in the left side menu of the Rewst platform.
2. Search for `Prompt to Combine Similar Tickets`.\
   \
   ![](https://1835401289-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAQQ1EHVcEsGKBPVHmiav%2Fuploads%2FdXppQj7ZrJAfWRloB9qM%2Fimage.png?alt=media\&token=850fbe21-0061-48ee-af37-7e05ac1df2b9)
3. Click on the Crate tile to open its details page.
4. Click **Unpack Crate**.
5. This dialog allows you to choose the trigger variables-- merge, child, or merge and child, which is added by clicking both merge and child— via drop-down selector. Use the guidance given for each type at the top of this document to make your selection.<br>

   <figure><img src="https://1835401289-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAQQ1EHVcEsGKBPVHmiav%2Fuploads%2FcKclEnKtArqbBGhTIwrz%2FScreenshot%202025-08-08%20at%209.21.48%E2%80%AFAM.png?alt=media&#x26;token=215c4a78-4e7f-4735-8a05-c7b75be88a0d" alt="Instructional interface displaying a message that when a new ticket is received, the system checks for similar ticket summaries and provides options to either ignore the duplicate or combine them. A dropdown menu labeled “merge and child” is expanded, showing selectable options “merge” and “child.” Below the instruction is a purple button labeled “Continue.” The background is dark, and the text is white with key terms highlighted in teal."><figcaption></figcaption></figure>
6. Click **Continue**.
7. Enter your time savings into the **Time Saved (seconds)** field.
8. Click **Unpack**.

### Test the Crate

Create a new ticket in ConnectWise PSA that you know is a duplicate of another existing ticket. If the Crate is working properly, you should see the new buttons for handling duplicates appear on the ticket.&#x20;

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Got an idea for a new Crate? Rewst is constantly adding new Crates to our Crate Marketplace. Submit your idea or upvote existing ideas here in our [Canny feedback collector](https://rewst.canny.io/crates).
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