Auto & Suggest

Direct answer. Suggest shows likely duplicates for an agent to Approve or Dismiss. Auto can merge them without a click, but only on Starter or above (or during the 7-day trial), after the shadow period, and only when every Auto rule passes.

Auto will not run unless:

• The department is set to Auto.
• Your plan or the 7-day trial includes Auto-merge.
• The 7-day shadow has ended, or the 7-day trial is skipping it.
• An email address or Slack webhook is saved.
• The tickets are from the same contact, opened within 24 hours, in Open status, and in a group of at most 5.
• No agent has already replied on a ticket that would be merged away.
• The organisation is under 50 Auto merges that day and inside its Zoho API credit share.

A match in another department is held for review. Auto never merges across departments.

During shadow mode, Auto only records what it would have merged. Approve still merges immediately.