Overall, we have found that Astrea's Case Merge software is an elegant, streamlined solution to a problem that increased our overall inefficiency. Using this software and related component functions, we have made it easy for our users and remote employees to tidy up their workspaces and to reduce the number of steps required to get vital information related to specific aspects of our business quickly. In short, while the boost to productivity may be comparatively minor, we find ourselves impressed with the execution of the concept in general. To do one thing and do it well is no small thing and I personally wish that all aspects of our business worked so well. This little piece of software certainly pulls its weight!

The best part of Astrea's Case Merge software is that it works relatively seamlessly. Our operating environment inside of Salesforce is non-standard to say the least, as our industry requires us to be flexible and to provide different kinds and levels of service to different clients depending upon where they are in our organizational structure, and we required a solution to an old problem: certain email clients and websites will split emails into individual messages rather than one unified message. To avoid this clutter and to ensure that we have all messages related to a specific idea or concern in one place, we needed a way to merge them together without leaving traces and duplicates behind. We reviewed several software solutions but in the end the obvious choice was Astrea Case Merge. Their integration into Salesforce meant that we could utilize them from the backend in a way that made it easy to use for users, and their documentation was also top notch. Highly recommended!

There was an initial time investment to consider, as Astrea's Case Merge's biggest strength was also it's greatest weakness: the flexibility that made it attractive from a setup perspective also meant that our team needed to spend a fair bit of time making sure that it was integrated properly and would work well with our structure. Once we had ironed out the kinks and ensured that it was set up correctly, it also required us to take a day or two for each individual team to get them trained in how to use it. The time investment overall relative to how much time we spent on Salesforce in general was minimal, however.

Till now I feel good and comfortable for my team to use case merge and it's the best app for our business requirements.

I really like the merging of the duplicate case and making that as a master case. For example, if a master case is closed and there are two duplicate cases are there then I will merge that open and closed case with the same issue to only one case and case merge plays a major role in this situation.

I had face issue once when there was no update and I was not knowing about it so whenever I do case merge the application doesn't work and even on backend side on debug logs it was not showing what was the issue. So I contacted the support team and they did out the issue and update my version of case merge and after testing the issue was solved.

This Case Merge app works better than any of the other case merge apps, which are all really quite terrible. This one also does not work fully for us, as the delete function doesn't work.

It allows us to merge all attachments and emails to any case.

It does not do anything with the "merged out" cases.

I had initially downloaded the app some time ago and realised that it didn't really merge the cases, just related them. I gave this feedback to Astrea and they released a new version that does a proper merge, which is fantastic. For a free to use app, I this is one of the best add ons to anyone using Email to Case. It does have some limitations when it comes to search criteria, but nothing that cannot be worked out during the case merge.

- It's easy to set up and use - It works very well - Astrea responds well to feedback and made improvement to the app - It's free!

- It only finds duplicates based on subject, so it sometimes requires a bit of editing of cases to be able to match duplicates.

This has been a very useful tool. We are trialling the new Case Merge BETA that Summer 19 released; but are running in parallel until we are sure it is the better option.

The ability to merge cases, which has not been an out of the box feature for Salesforce. I do not like the relating to other cases workaround so chose Astrea Case Merge as an alternative.

Search was a little clunky for a time. Adding the ability to search by Contact is very useful, but you could include the account against the contact. We use persona accounts and having the account name could determine if it is a contact or person account. Perhaps pulling the contact name automatically if it is available on the case would be useful to quickly check for duplicates. Instead of individual statuses, you could include a Closed/Open checkbox to quickly show only open cases or closed cases.