Forums/Documentation/Agent Guide

Merging tickets

Anton de Young
posted this on April 06, 2012 13:58

If needed, you can merge one or more tickets into another ticket. You might do this if you receive two support requests about the same issue from the same end-user, for example.

Be sure that you merge the correct tickets. Ticket merges are final; you cannot undo or revert a ticket merge.

You cannot merge a ticket with a ticket that's shared, or with one that's already closed.

To merge one ticket into another ticket

  1. Open the ticket that you want to merge into another ticket.
  2. Click Ticket options in the bottom toolbar, then select Merge into another ticket.

    Zendesk Classic: Select the ticket update option Merge into another ticket and then click Submit.
  3. You can enter a ticket number, select one of the ticket requester's open tickets, or select one of your recently viewed tickets.

  4. When you select a ticket to merge into, you'll be prompted to confirm the merge. You can also edit the merge comments that are added to each ticket and also set whether or not the comments will be public or private using the Requester can see this comment option.

  5. Select Confirm and Merge.
    Be sure that you merge the correct tickets. Ticket merges are final; you cannot undo or revert a ticket merge.

    The ticket that was merged into another ticket is closed.

    It's also possible to merge a group of tickets into a single ticket. See Bulk updating, deleting, and merging tickets.

 

Comments

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Pat G.

Can I default the merge to private by default (uncheck requester can see this comment) ?

May 25, 2012 11:36
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Tim Hertel
s1l

We need to be able to search for tickets in the merge window. If the original ticket was not recently viewed, I have to exit the window, search for the ticket number and then go back in and start over. If I could search right from that popup, it would save a lot of time.

June 07, 2012 16:44
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John Pohan
americantoursintl

I would also like to know whether the functionality that Pat G brought up is configurable

June 08, 2012 12:32
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Anton de Young
Zendesk

Pat and John, 

That is not currently configurable. 

Tim, 

That also isn't currently possible -- as you know. Thanks for the suggestion. 

Please feel free to add a feature request here (https://support.zendesk.com/forums/1848-feature-requests/entries/new) so that our Product Management team is aware of these suggestions. Other users can also vote them up.  

June 08, 2012 14:14
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Christopher Weimer

Hi Anton,

Somewhere this actually is possible.  When merging tickets in my environment (Zendesk Classic), the top ticket was checked to make the merge public and the bottom wasn't.  My manager recently made a few changes to our environment and now both the top and the bottom are checked by default, forcing us to uncheck both to make the merge private on both tickets.  My manager can't recall what changes were made that would have caused this setting to change.  We would rather have both boxes unchecked.  Any ideas?

December 03, 2012 11:18
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Rebecca Pingel

Can't find where this is possible, but wondering if we are able to change the default text when merging a ticket individually. I'd like to change the default text so that I can change the placeholder (to remove the URL from the Ticket ID), but I can't seem to find where to do that.

Is this possible?

Thanks

December 10, 2012 13:35
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Justin Seymour
Zendesk

Christopher: We may have made changed this with a recently release. Let me probe a bit more for details. You'll have to uncheck the appropriate box for now -- sorry! 

Rebecca: It's currently not possible to set the default text in the merge box. It is a bit cumbersome, but editing the text each time for a merge is the only way to handle it at the moment. 

December 11, 2012 05:00
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Amanda Malis
planetshoes

Hello, is there a way to undo the merging of tickets?

December 17, 2012 13:36
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Justin Seymour
Zendesk

Hi Amanda: 

Ticket merges are final! You won't be able to undo or revert the merge. 

December 18, 2012 10:11
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Jerry Peters

Good day,

It appears that notes in merged tickets do not retain their time stamp. All notes from the merged ticket are time stamped at the time of the merge. It would be helpful if the time stamp from each note would remain as original.

January 07, 2013 14:39
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Justin Seymour
Zendesk

Hey Jerry: 

Can you send an email to support@zendesk.com with some screen shots? The merged ticket should retain time stamps for all previous events. You should see the merge notification with the merge date as the latest update, though. 

January 08, 2013 05:04
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Fred
imagesoft

How do i undo a merged a ticket?

January 08, 2013 15:07
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Justin Seymour
Zendesk

Hi Fred: 

A ticket merge is final! There is no way to undo the merge -- sorry! 

January 09, 2013 03:11
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Al Chou

I don't have the "Merge into another ticket" menu item.... (see attached screenshot)

January 09, 2013 10:21
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Justin Seymour
Zendesk

Hey Al: 

Are you an agent or administrator in the help desk? If you're an agent, the option to merge might be disabled for your role. 

January 09, 2013 13:00
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Jay Solomon
momtl

I am using Enterprise, and I've noticed that the option to merge tickets that come from my spoke accounts isn't present when I'm looking at a ticket. Can you clarify for me if this is a known issue and whether or not there's a fix or workaround (or if I'm just mistaken)? I've attached a screenshot inside of a spoke ticket with Ticket Options selected. Thank you.

January 27, 2013 07:01
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Justin Seymour
Zendesk

Hi Jay: 

Because those tickets don't exist on the account they're being shared with, it's presently not possible to merge the tickets. Just to clarify, if you go to the spoke and find the same ticket, you'll see the merge option on the spoke account. There's an existing feature request for this here: https://support.zendesk.com/entries/20754373-possibility-to-merge-s...

January 28, 2013 05:28
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N Kunzer

I don't have the "Merge into another ticket" menu item....

I have a Regular account and I am Admin

 

Thanks for help

March 18, 2013 20:10
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Anton de Young
Zendesk

N Kunzer, 

You should see it there. Please email support@zendesk.com and they'll help you troubleshoot this. 

March 19, 2013 09:48
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Jon S
superiornutco

I'm an admin with an Enterprise account.  "Merge into another ticket" is not an available option in my spoke accounts.  Is it possible I disabled this functionality in the settings somewhere?

March 27, 2013 04:45
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Brandon K.
Zendesk

Hey Jon,

The ability to merge tickets is set on the individual roles, so be sure to check that you did not end up as an agent somehow instead of an administrator. Admins should have this ability by default, but if you need to look on where to add it on the specific role I've included a screenshot of where its located.

March 28, 2013 15:14
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Raoul Zaal
Elmar

Hey Brandon/ZD,

I have the same problem. Merge options do not appear, not in hub, not in spoke. Checked the roles/settings for all, but the are set ok (can merge tickets). Any idea?

April 26, 2013 01:12
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Brandon K.
Zendesk

Raoul & Jon,

You both seem to be on the Enterprise plan so I want to clarify that shared tickets cannot be merged. I'm not positive which tickets you are looking at when you do not see the Merge ticket option, but if these tickets are shared with your hub or spoke or any other helpdesk you have a sharing agreement with the ability to merge is unavailable. If you unshare the ticket you should see the option to merge come back.

April 26, 2013 13:40
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Ellinor Lundén
getcompliant

Hi, 

I´ve got the same issue, the "merge ticket" is gone.

I have not done any changes in the agent profile since it last worked (approx. 1 week ago).

 

Thanks.

Ellinor

 

And where do I find the page that is on the attached screenshot: "Merge tickets option.png (quick view)."

May 08, 2013 08:15
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Brandon K.
Zendesk

Hello Ellinor,

Are the tickets that you are looking at shared with a Spoke or Hub? Tickets that have been shared cannot be merged. As for the location of my screenshot, that is located at Manage > People and then editing or creating a new Role. This is only on the Enterprise plan though.

May 08, 2013 11:59
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Stéphanie

"Can I default the merge to private by default (uncheck requester can see this comment) ?"

When will it be possible ?

May 29, 2013 08:31
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Brandon K.
Zendesk

Hey Stephanie,

I don't believe that we have any plans to allow our users to set merge notifications as private by default, but that doesn't mean its out of the question. We are constantly improving Zendesk and I definitely see functionality like you've described as something that would align with our vision of Zendesk. We do get a lot of requests though, and our development team simply doesn't have the resources to implement everything that our users suggests. I'd recommend that you post this to our feature requests forum and got some community support behind the request. Our product managers regularly look through this forum for ideas on what to build next with extra dev time. You can find the feature request forum here: https://support.zendesk.com/forums/1848-Feature-Requests

May 31, 2013 13:08
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Roger Wheatley
rogerwheatley

June 03, 2013:

 

"Ticket options in the bottom toolbar, then select Merge into another ticket." No longer displays. Where is this option kept? Alternate place? 

 

Please advise, thank you!

June 03, 2013 13:11
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Roger Wheatley
rogerwheatley

Update:

"Ticket options in the bottom toolbar, then select Merge into another ticket." is not in a bottom toolbar, instead, it's a drop down list underneath the ticket response textbox (not at the bottom, there's no toolbar at the bottom that I could readily find). Thanks muchly, appreciated!  :)

June 03, 2013 13:14
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Jennifer Rowe
Zendesk

Hi Roger, 

Are you using Classic Zendesk? In that case, you are right! But in the new version of Zendesk that option is in the bottom toolbar on the left. This article includes both but the Classic instructions are labeled as "Zendesk Classic" in step 2. Thanks!

June 03, 2013 13:31
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Gillian McKearney
webexpenses

I have a query around merged tickets.  We report on percentages of tickets solved against tickets created.  If for example we have 2 tickets  from the same person about the same issue we would merge them into one ticket as above.  This is fine but my problem lies with the reporting of this.  When we then solve that  one ticket it counts as one solved ticket however because we had 2 initially this counts as 2 created tickets.  How can I get them to correlate created/solved?

September 02, 2013 05:42
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Debbie Gadberry
moolala

When a ticket is merged who receives notification of the merger?  Does the end-user always receive an email saying the ticket has been merged?  And if I merge the new ticket into an existing ticket that belongs to another agent is that agent notified of the merger? (Or perhaps sent an email saying it has been reopened or updated?)

September 03, 2013 14:20
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Oscar Tobar
Zendesk

@Gillian, even though you've merged the tickets, there is still a record for each individual ticket. You'll still see 2 created tickets as well as 2 solved tickets. 

@Debbie, When merging tickets, you have the ability of notifying or not notifying the requester. There will be a checkbox labeled " Requester can see this comment", before you click "confirm and merge". An agent should be notified of the ticket update when a merge occurs, as it adds the last comment of the ticket being merged into the new ticket. This works just as a notification would go out if an agent adds a private comment.

September 04, 2013 09:02
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Francis Dupont
borealis

Is there placeholder for tickets being merged that could be used with dynamic content to provide answer in the language of my customer?

 

I tested my dynamic content while merging two tickets and it's working:

Ex.: {{dc.merge_spanish}} is default to:

---------------------------------------------------------------------

Hola {{user.first_name}},

Esta solicitud fue cerrada y asocida a la solicitud #

---------------------------------------------------------------------

While merging, if I replace the sentence in English by my place holder then the comment appear in Spanish.  However, I would like to add a placeholder that get the target ticket id and target ticket summary title.  Something similar to:

---------------------------------------------------------------------

Hola {{user.first_name}},

Esta solicitud fue cerrada y asocida a la solicitud #{{ticket.merge_target.id}} "{{ticket.merge_target.title_summary}}

---------------------------------------------------------------------

So when I'm merging tickets for people speaking Spanish, I would only change the content in English for my dynamic content.

 

So far this what I found and maybe there's another way to accomplish this!

September 13, 2013 12:38
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Laura Bishop
sparefoot

I really think Zendesk should create the capability to unmerge tickets.  Mistakes happen, especially when dealing with mass amounts of tickets or when training new hires to use the software.

February 13, 2014 06:30
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Trisha Patel
Zendesk

Hi Laura,

There's actually a feature request open about this, you're more than welcome to vote for this here. Sorry we're unable to help you further with regards to un-merging. 

February 25, 2014 03:19
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Xenia Chilkowich

Where can I found more info about the actual merge "rules?' For instance if there are multiple priorities across tickets, which one "wins." Are all comments included? Things like that.

March 18, 2014 09:02
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Emily
Zendesk

Hi Xenia, 

Great question! I did some testing, and here's what I came up with:

1. A ticket must have a status less than Solved to be merged

2. You cannot merge a ticket that is being shared with another Zendesk via Ticket Sharing

3. If you have the option to CC on tickets enabled (under Settings > Tickets), you can merge two tickets with different requesters. The requester of the ticket that's being closed via the merge will be added to the new ticket as a CC. If there is an additional person CC'd on the ticket that's being closed via the merge, that CC'd person will also be added as a CC to the new ticket. If you do not have CC's enabled in your Zendesk, you can only merge two tickets from the same requester.

4. Only the most recent comment from the ticket that's being closed via the merge will be added to the new ticket's comment thread. This will be done as a private comment in the new ticket. In that private comment, there will also be a link back to the ticket that's being closed via the merge if you want to see older comments.

5. Ticket fields (such as Tags, Type, Priority and custom fields) will not be carried over from the ticket that's being closed via the merge. Only fields filled out in the new ticket will be visible. The Status of the new ticket will override the Status of the ticket being closed via the merge.

6. Most importantly, a merge is permanent. It cannot be undone.

I hope this answers your questions, but feel free to reply back with any additional rules you may want clarification on.

March 18, 2014 14:20
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Xenia Chilkowich

Thanks that does answer my question. It looks like merging is not a useful function for us. If Zendesk ever decides to make this more "intelligent" I'd love to know. We are trying to get around the frustrating limitations behind the Problem/Incident relationships and I was hoping this might be a way but I guess not (:

March 18, 2014 15:27
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Emily
Zendesk

Hi Xenia, 

I regret to hear you've experienced frustration with the Problem and Incident ticket types. What, specifically, was your frustration?

March 18, 2014 15:44
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Xenia Chilkowich

Hmm I have many but the top two are the inability to report on Problems and their associated Incidents and the inability to do any type of multiple updates to Incidents linked to a Problem. not just close them but notate them with something like.. these were all fixed by Defect Fix ABC in Release 1.1. In a perfect world, I would see a list of all Incidents for one Problem, I would have a check box next to each one, a choice of available actions (add comment, change status, send update, whatever), have the ability to check all  or selected incidents and complete that action on all selected incidents.

March 19, 2014 13:59