Prompt to Combine Similar Tickets Crate

If you’re new to Crates, read through our introductory Crate documentation here. Find the Crate in our Crate Marketplace.

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.

Install this Crate for the managing organization only.

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

• Better aligns with your preference for bundling vs. merging

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

• Requires edit permissions on Service Desk security role

Crate prerequisites

You'll need to first successfully integrate ConnectWise PSA with Rewst before unpacking this Crate.

Unpack the Prompt to Combine Similar Tickets Crate

1. Navigate to Crates > Crate Marketplace in the left side menu of the Rewst platform.

2. Search for Prompt to Combine Similar Tickets.

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.

   
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.

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.