Extend period to auto-merge Tickets with same subject and sender

Feature requests
1

Title: I would like to Auto-merge Tickets with same subject + sender
See also Merge tickets automatically - #2 by sinichi19

What is the idea or pain point:

  • describe what is the problem you like to solve?
    For example when we communicate with the ticketing system of another company and get replies into Zammad, a new ticket is created for each reply.
  • why is it not solvable with Zammad standard?
    Apparently the feature of merging same-subject and same-sender already exists but with a hardcoded threshold of 24h. Maybe the ability to edit that threshold would be enough?

Expectation (not solution):

  • Not have a new ticket for each message in a continuous thread
2

edited to include template

3

Is it correct that the ability to edit the treshold of 24h would be the solution for you?
If yes, how detailed would that editing function need to be (Minutes,hours,months,years)?

4

I think that would solve it indeed, I would say allow it to be edited either in hours and allow arbitrarily high numbers or in days and allow fractions. Nothing too fancy :slight_smile:

5

Hey, any updates on this?
This is causing us a lot of unnecessary extra work…