What is Ticket Merge?
Ticket Merge is a Zoho Desk extension that finds similar tickets, usually from the same contact, and helps your team merge them into one kept ticket — automatically or with one click — so related information stays together.
How do I install Ticket Merge?
Install it from the Zoho Marketplace listing (or, during private testing, as a private Sigma extension). After install, a Desk administrator should open Setup → Marketplace → Installed Extensions → Ticket Merge → Configuration and save the Ticket Merge org token for the whole organisation. Then connect Zoho Desk from the Ticket Merge connection flow so the extension can read and merge tickets. See How to install.
Is there a free plan?
Yes. Free includes AI duplicate detection, suggestions and manual merge inside Zoho Desk, with 10 merges per month. Auto-merge, team notifications, AI summaries and Undo are not included on Free after the 7-day trial ends. See Pricing.
What does the 7-day trial include?
You can start the 7-day trial once from Preferences. While it is running you get AI summaries, Auto-merge, email and Slack notifications, and Undo. The usual 7-day Auto-merge shadow period is skipped, so Auto can actually merge, and you get Team’s 200 merges, or your plan’s allowance if that is higher.
What happens when the 7-day trial ends?
Features and the merge allowance return to your plan. Existing merges stay as they are. On Free, Auto departments go back to Suggest, and saved email or Slack settings stop sending until you upgrade to Starter or above. On Starter, Auto-merge and AI summaries stay on; Undo returns to the plan (Team and Business).
What counts as a merge?
One completed group merge counts as one, whether an agent clicked Approve or Auto merged it. The count is of completed merges in a calendar month, from the 1st of each month (UTC), not of tickets scanned. Scanning and suggestions are unlimited on every plan. Undo does not give a merge back. During the 7-day trial you get Team’s 200 merges, or your plan’s allowance if that is higher.
What happens when we reach our limit?
Auto-merge leaves further groups as suggestions, and Approve is blocked, until the count resets on the 1st of the next month (UTC). Suggestions already in the queue are not deleted. Ticket Merge also stays inside its share of your Zoho Desk daily API credits, which is a separate safeguard and is not a plan limit.
Does Auto-merge run as soon as I install?
No. For seven days after install, Auto only logs what it would have merged (shadow mode), unless a 7-day trial is active. Auto also needs the department set to Auto, a plan or the trial that allows Auto, and at least one notification channel (email or Slack). If you remove the last channel, Auto departments switch back to Suggest.
Does Auto merge across departments?
No. Auto-merge never merges across departments. You can turn on “Detect across departments” so similar tickets in another department appear for review. An agent must move a ticket into the same department before merging. On Team and Business, you can also choose which departments may be compared with each other. An empty allowlist means no cross-department matches; same-department matches still run.
Can I undo a merge?
Undo is available on Team and Business, and during the 7-day trial, while the pre-merge snapshot is still retained. Free and Starter store a 30-day snapshot too. If you later upgrade to Team or Business, Undo can be used on those earlier merges for as long as that snapshot lasts. Business can opt in to 90-day snapshots for new merges. Undo does not give a merge back towards the monthly allowance. Zoho Desk does not itself offer an undo; Ticket Merge recreates a ticket from the snapshot. Merges already completed stay in Desk if the snapshot has expired.
Do you email our customers?
No. Ticket Merge never sends email to your end customers automatically. Team notifications go only to the address or Slack webhook your administrator saved, and those notes include ticket numbers and subjects, not ticket bodies. “Let the customer know” only inserts or copies a reply line for an agent to send in Zoho Desk if they choose to.
Is ticket text sent to AI?
Yes, unless a Desk administrator turns off “Send ticket text to Mistral” in Preferences, under AI and privacy. AI duplicate detection is included on every plan, including Free, and is on by default at install. While the setting is on, ticket title and description may be sent to Mistral AI, a company based in France, at api.mistral.ai. That API endpoint is not limited to the EU, so processing may not take place only in the EU. Known contact names, email addresses and phone numbers are redacted first; other names in the text are not. AI summaries, merge briefs and recaps are included only on Starter, Team and Business, and during the 7-day trial. Word-based matching keeps working when the setting is off. Only an administrator can change it.
How do plans limit usage?
Plans allow a number of completed merges each month, counted from the 1st of each month (UTC): Free 10, Starter 50, Team 200, and Business unlimited, subject to fair use. Scanning and suggestions are unlimited. See “What counts as a merge?” and “What happens when we reach our limit?” for how the count and the cap work. Ticket Merge also uses only a limited share of your Zoho Desk daily API credits (default 10%, set by an administrator between 5% and 25%) so other Desk integrations keep working.
Where do I pay?
Ticket Merge is free to install. Paid plans (Starter, Team, Business) are billed per organisation by Brand Hub Studio Ltd via Stripe, not by Zoho Marketplace. A Zoho Desk administrator upgrades from Preferences in Ticket Merge, or from the Pricing page. See Billing.
Do you charge VAT?
No VAT is charged. Brand Hub Studio Ltd is not VAT registered.
Does uninstalling cancel my subscription?
No. Uninstalling the Ticket Merge extension does not cancel a paid subscription. Cancel from <strong>Manage billing</strong> in Preferences. Cancellation takes effect at the end of the month already paid for, then the organisation moves to Free. Existing merges are unchanged.
Can I get a refund?
Yes. You can request a full refund within 7 days of purchase by emailing hello@brand-hub.co. We refund the amount paid for that purchase in full.
How do I get support?
Email hello@brand-hub.co. We reply within 4 days. Please include your Zoho Desk organisation id, data centre, and a short description of the issue. Do not send org tokens, OAuth secrets or Slack webhook URLs if you can avoid it.
