The Scenario
You are a support team lead. You just migrated 800 tickets from Zendesk into Gleap and the tool created duplicates for 25 ticket pairs. You have a workbook with the Duplicates tab: column A is the ticket to keep, column B is the ticket to merge in. 25 rows.
The sprint starts in two hours and the team cannot triage until the duplicates are gone.
The bad version of the next two hours:
- You open ticket 1 in Gleap, find the merge option, look up column B
- You confirm the merge, verify contacts transferred
- You write "done" in column C
- You do this 25 times
- You miss three because the confirmation dialog was ambiguous
- The team starts triaging with ghost tickets still in the queue.
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your Excel workbook that reads each row and executes the Gleap merge.
Open the SheetXAI sidebar and type:
For each row in the Duplicates tab where column A is a source ticket ID and column B is the target ticket ID, merge the source into the target in Gleap and write the result — "MERGED" or the error message — to column C.
SheetXAI reads the 25 rows, calls Gleap's merge API for each pair, and writes the result to column C.
What You Get
A completed merge log:
- Column A — the ticket merged in (now closed)
- Column B — the ticket kept
- Column C — "MERGED" for success, error message for failures
Failures surface immediately. If merge fails on row 18, column C says why and you fix it directly. The team starts triaging with a clean queue.
What If the Data Is Not Quite Ready
Merge lists from migrations are rarely perfect. SheetXAI handles edge cases inline.
When some rows are missing a target ticket ID
For each row in the Duplicates tab, merge column A into column B. If column B is blank, skip the row and write "SKIPPED — no target" to column C. Process all other rows.
When you also need to merge contacts and linked tasks
For each row in the Duplicates tab, merge the Gleap ticket in column A into column B. When merging, also merge the contacts and linked tasks. Write "MERGED + CONTACTS" to column C for successful merges.
When you want to verify both tickets exist before merging
Before merging each pair in the Duplicates tab, check that both ticket IDs exist in Gleap. If either does not exist, write "SKIPPED — ticket not found" to column C and move on. For valid pairs, perform the merge and write "MERGED."
When you need a dry run before committing
Do not merge anything yet. For each row in the Duplicates tab, check that both ticket IDs exist in Gleap and retrieve their titles. Write the source ticket title to column C and the target title to column D so I can review before running the actual merge.
The pattern: use the workbook as the source of truth and column C as the audit log of what happened.
Try It
Get the 7-day free trial of SheetXAI and open your duplicate merge workbook, then ask it to execute the Gleap merges row by row. The Gleap integration is included in every SheetXAI plan. For related workflows, see how to archive resolved Gleap tickets from an Excel workbook or the Gleap in Excel overview.