# Astrea Case Merge Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about Astrea Case Merge Software - reviews, pricing plans, popular comparisons to other Customer Service products and more.

Source: https://www.capterra.com/p/187021/Astrea-Case-Merge

---

# 

 Astrea Case Merge Software Review 2026: Features, Reviews, Integrations, Pros & Cons

Last updated on March 13, 2026

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[Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Pricing](#pricing)[Support](#support)[Reviews](#reviews)

Astrea Case Merge

## What is Astrea Case Merge?

It supports point and click graphical user interface which is very simple and easy to use. By using this lightning component, Salesforce administrators can merge Cases with the help of following criteria: Subject, Origin, Priority, Status, Contact and CreatedDate range. The component merges the duplicate Case in the parent Case and also their related Email Messages, Comments, Attachments and Files.The component requires 'My Domain' to be enabled in the Salesforce Org to function properly.

## What is Astrea Case Merge used for?

[Customer Service](https://www.capterra.com/customer-service-software/)

Top alternative

Featured

Overall rating

Based on 21 user reviews

Reviews sentiment

Positive

76%

Neutral

14%

Negative

10%

Contact vendor  
for pricing

Free trial  
not available

Capterra Shortlist charts the highest-rated and most popular products...

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## Compare with a popular alternative

Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status.

### Astrea Case Merge

4.1 (21)

VS.

[4.4 (18,782)](https://www.capterra.com/p/61368/Salesforce/reviews/)

Starting Price

Contact vendor

Starting Price

$25

Per User, Per Month

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

4.2 (21)

Ease Of Use

4.0 (18,117)

Value For Money

4.5 (15)

Value For Money

4.0 (12,804)

Customer Service

4.5 (15)

Customer Service

4.1 (14,035)

## Astrea Case Merge alternatives

[4.4 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting price

$39.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

89%

of reviewers

rated it above 4 stars

[4.5 (3,425)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Starting price

$19.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

94%

of reviewers

rated it above 4 stars

Highest Rated

[4.6 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

Starting price

$29.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

91%

of reviewers

rated it above 4 stars

[4.5 (1,133)](https://www.capterra.com/p/134347/Intercom/reviews/)

Starting price

$39.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

90%

of reviewers

rated it above 4 stars

[View all alternatives](https://www.capterra.com/p/187021/Astrea-Case-Merge/alternatives/)

## Pricing

Value for money

4.5 (15)

### Starting price

Contact vendor  
for pricing

Free trial  
available

Value for money

4.5 (15)

4.5

Based on 15 reviews

Connect with a Capterra advisor for a free 15-minute consultation

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## Support, customer service and training options

Customer Service

4.5 (15)

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Deployment

-   Web
-   Android
-   iPhone/iPad

Typical users

-   Freelancers
-   Small businesses
-   Mid size businesses
-   Enterprises

Customer Service

4.5 (15)

4.5

Based on 15 reviews

## User reviews

Overall rating

4.1

Based on 21 reviews

Filter by rating

5(10)

4(6)

3(3)

2(1)

1(1)

Mentioned topic

Sorted by most recent

MB

Matthew B.

Internal Operations Manager

Staffing and Recruiting

### "Case Merge in Salesforce"

4.0

Overall Rating

4.0

4.0

Ease of Use

3.0

3.0

Features

3.0

3.0

Customer Service

4.0

4.0

Likelihood to Recommend

7/10

June 21, 2019

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.

Pros

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.

Cons

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.

Reasons for choosing Astrea Case Merge

Chose this over paid solutions because it is free and provided what we needed.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

KH

Kristopher H.

Senior Administrator/Instance Owner

Consumer Goods

### "Not as robust as we needed."

3.0

Overall Rating

3.0

3.0

Ease of Use

3.0

3.0

Features

3.0

3.0

Customer Service

4.0

4.0

Likelihood to Recommend

6/10

June 20, 2019

We did not pursue anything past the free trial as it did not fully meet our needs.

Pros

We liked its ability to parent and de-duplicate and merge.

Cons

The merge function did not account for the timelines of things such as Comments or chatter feed or emails- so things were out of order as the Merge Function does not retain the original message or comment created date. Likewise merging attachments was hit and miss as to what was captured successfully.

Reasons for choosing Astrea Case Merge

We did not- we abandoned our search for the path of building a custom Apex solution.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

SM

Srinivas M.

Architect

Aviation & Aerospace

### "Case Merge tool is Great"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

4.0

4.0

Likelihood to Recommend

8/10

June 14, 2019

It's awesome

Pros

Salesforce App Exchange reviews were great and that prompted for purchase. We have tried the initial trial and it was good. Business users also liked it. Customer Support was great.

Cons

not really much to write. It's helping our business users to do their job.

Reasons for choosing Astrea Case Merge

Better usability

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

RS

Richard S.

VP Technical Director

Non-Profit Organization Management

### "Easy To Use"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

June 13, 2019

I've used this app to merger multiple cases for the same submitter which similar subjects. When searching for cases, it is important to make sure to allow for more items than what you may be looking for as other cases may have similar criteria.

Pros

The ability to combine multiple cases for an individual with the same or related subject.

Cons

Needs more flexibility in determine which data is merged from each case.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

SE

Simon E.

Ops Manager

Financial Services

### "App stopped working"

3.0

Overall Rating

3.0

3.0

Ease of Use

3.0

3.0

Features

3.0

3.0

Customer Service

3.0

3.0

Likelihood to Recommend

5/10

June 13, 2019

Experience is good although app no longer works.

Pros

Easy to use, does what it says on the tin.

Cons

The app has stopped working. Unable to use.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

PL

Pedro L.

International Sales Manager

Chemicals

### "Simple but very effective app to merge duplicates"

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

June 11, 2019

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.

Pros

\- 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!

Cons

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

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

Toby M.

Senior Marketing Analyst

Retail

### "Installed but not able to use."

3.0

Overall Rating

3.0

3.0

Ease of Use

3.0

3.0

Features

3.0

3.0

Customer Service

3.0

3.0

Likelihood to Recommend

7/10

June 9, 2019

Pros

I think it would work as a customized solution to solve the duplicated cases issue

Cons

Seems to require "My Domain" setup before being able to use in Lightning

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

BR

Ben R.

Mac + Sustainability Coach

Information Technology and Services

### "App Fills the Gap for Case Merging"

4.0

Overall Rating

4.0

4.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

8/10

June 7, 2019

Pros

Until Salesforce introduces proper case merging features, Astrea Case Merge fills the gap effectively. The app is simple to use as an action on an existing case, enabling me to search for related cases, choose a master, merge their related content, and delete extraneous data. Plus, Astrea's development team has been quick to act on my feedback and suggestions for improvement.

Cons

(1) Creation Date fields use GMT instead of my local time (2) Contact search doesn't permit navigation/selection using keyboard (3) The description of a case deleted during merge is not retained anywhere (4) When selecting cases to merge and the master, the horizontal scroll bar gets in the way and makes it difficult to click a checkbox or radio button

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

NS

Nitu S.

Business Analyst

Construction

### "Astrea Case Merge Review"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

0.0

0.0

Likelihood to Recommend

10/10

June 7, 2019

It's been helpful especially for duplicate cases.

Pros

Easy to use. You can search upto 10 case at one time. Also when you merge all the documents and emails are attached to the merged case.

Cons

In Case Merge, it only has the option to search thru Subject if I want to search by Case Number I cannot do it.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

JS

Juul S.

Senior Consultant

Computer Software

### "Should be standard functionality"

5.0

Overall Rating

5.0

5.0

Ease of Use

4.0

4.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

June 7, 2019

Great tool, must have for every service organisation

Pros

Easy to install and configure. Great value for my customers.

Cons

The extra closed value "Closed as Duplicate". Gives sometimes confusion with users.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

PD

Patrick D.

Owner Coordinator

Real Estate

### "An Excellent Solution For Multiple Cases"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

0.0

0.0

Likelihood to Recommend

10/10

June 6, 2019

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!

Pros

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!

Cons

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.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

SL

Shannon L.

Sales Administrator

Music

### "Works Exactly How We Needed!"

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

0.0

0.0

Likelihood to Recommend

10/10

June 6, 2019

Pros

I like using this software because it is easy to use and works perfectly.

Cons

The one thing I would improve is to have more field options to search on.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

KB

Kenny B.

SFDC Admin/Dev

Financial Services

### "Good software"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

June 6, 2019

Helps with dupe cases

Pros

Provides a much needed solution to a lacking functionality in Salesforce.

Cons

Nothing I can think of. Need to still use it more.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

DL

Daniel L.

Sr. Systems Analyst

Electrical/Electronic Manufacturing

### "Gets the job done"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

0.0

0.0

Likelihood to Recommend

8/10

June 6, 2019

Pros

Allows users without extensive Salesforce coding experience to be able to implement a data management solution that saves time and improves efficiency.

Cons

Occasionally search functionality was limited, and as a result certain workflows have to be created to effectively merge cases.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

YM

yash m.

SalesforceAdmin/BA

Automotive

### "Feedback"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

June 6, 2019

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

Pros

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.

Cons

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.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

WF

William F.

Director Salesforce

Non-Profit Organization Management

### "Recommended!"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

0.0

0.0

Likelihood to Recommend

10/10

May 31, 2019

Have recommended to other nonprofits who rely on service and use Lightning

Pros

Very simple to use like that you can merge delete or merge parent.

Cons

Nothing I can think of need was straightforward and met

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

JW

Jo W.

Head of support

Internet

### "Couldn't do anything I needed"

1.0

Overall Rating

1.0

1.0

Ease of Use

1.0

1.0

Features

1.0

1.0

Customer Service

0.0

0.0

Likelihood to Recommend

0/10

May 31, 2019

None

Pros

Nothing, it did not merge cases as expected or desired

Cons

It did not do what was needed and past trialling it we never used it.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

RR

Rinaldo R.

CISO

Financial Services

### "Great Product"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

May 30, 2019

Great, it does the job

Pros

Easy to implement and Astrea support was very responsive

Cons

No cons

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

SG

Shweta G.

Admin

Non-Profit Organization Management

### "It is the best case merge tool"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

4.0

4.0

Likelihood to Recommend

10/10

May 30, 2019

It is great to work with this tool and their team.

Pros

This tool is very easy to use. The best part is that their development team also customizes the tool as per your requirement. We are very happy with this tool so far.

Cons

May be, some more filters can be added to filter out the relevant records to be merged.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AU

Anonymous User

Salesforce Developer

Information Technology and Services

### "Perfect Tool to Merge"

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

8/10

May 30, 2019

Pros

Merging cases based on the subject is very helpful, you can find and merge duplicate cases in seconds and maintain one parent case to work on. The customer support response is really good, they guided through the installation process pretty well! Kudos to them.

Cons

Can add more filters to find the duplicate cases. From email is most recommended. There should be an option to merge cases when we get a new reply from one of the CC'd members in the actual email, this feature fills the gap which we have in Salesforce.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

RH

Riley H.

Salesforce Admin

Hospitality

### "Not all functionality works for us, but better than any other options right now"

2.0

Overall Rating

2.0

2.0

Ease of Use

4.0

4.0

Features

3.0

3.0

Customer Service

5.0

5.0

Likelihood to Recommend

4/10

May 30, 2019

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.

Pros

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

Cons

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

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

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