The Scenario
You are a support team lead. You just finished migrating 800 tickets from Zendesk into Gleap. The migration tool created duplicates for 25 ticket pairs, one from the Zendesk export and one that already existed in Gleap.
You have a Google Sheet with two columns: column A is the ticket ID to keep, column B is the ticket ID to merge in. 25 rows. 25 merges.
The sprint starts in two hours and the team cannot start triaging until the duplicates are gone.
The bad version of the next two hours:
- You open ticket 1 in Gleap, find the merge option in the settings panel
- You look up the target ticket ID from column B and paste it into the merge dialog
- You confirm the merge, verify the contacts transferred
- You note "done" in column C
- You do this 25 times
- You miss three because the merge confirmation 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 spreadsheet that reads each row and executes the Gleap merge, so you never have to open a merge dialog.
Open the SheetXAI sidebar and type:
For each row in this sheet where column A is a source ticket ID and column B is the target ticket ID, merge the source ticket into the target in Gleap and write the result — "MERGED" or the error message — into column C.
SheetXAI reads the 25 rows, calls Gleap's merge API for each pair, and writes the result to column C. When it finishes, column C tells you exactly which merges succeeded and which need a second look.
What You Get
A completed merge log:
- Column A — the ticket that was merged in (now closed)
- Column B — the ticket that was kept
- Column C — "MERGED" for success, or the error message for any failures
Failures are surfaced immediately, not discovered three days later when a customer replies to a closed ticket. If merge fails on row 18 because the target ticket does not exist, column C says so and you can fix it in Gleap directly.
What If the Data Is Not Quite Ready
Merge sheets from migrations are rarely clean. SheetXAI handles edge cases inline.
When some rows are missing a target ticket ID
A few rows in column B are blank because the target ticket could not be identified during the migration audit.
For each row in this sheet, merge the ticket in column A into the ticket in column B. If column B is blank, skip the row and write "SKIPPED — no target" to column C. Process all other rows normally.
When you also need to merge contacts, not just tickets
The migration instructions say to merge contacts and linked tasks for each pair.
For each row, merge the Gleap ticket in column A into the ticket in column B. When merging, also merge the contacts and linked tasks associated with the source ticket. Write "MERGED + CONTACTS" to column C for successful merges.
When you want to verify both tickets exist before attempting the merge
Some ticket IDs in the sheet may have already been deleted or merged by a previous partial run.
Before merging each pair, check that both the ticket in column A and the ticket in column B 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 to see what would be merged before committing
You want to preview the merge list without actually executing it.
Do not merge anything yet. For each row, check that both ticket IDs exist in Gleap and retrieve the ticket titles for each. Write the source ticket title to column C and the target ticket title to column D, so I can review before running the actual merge.
The pattern: use the sheet as the source of truth for the operation, and write the result back to the sheet so you have a log of what happened.
Try It
Get the 7-day free trial of SheetXAI and open a merge list sheet, 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 a sheet or the Gleap in Google Sheets overview.