Merged ticket needs a function to UNMERGE
Human could make mistake. Agents cannot avoid such situation. Hope Zendesk can consider the Unmerge function to allow solving of human mistake.
I agree completely. I understand that we may need to limit this ability to an admin, however we do need it to be available.
I 200% agree. This scenario has occurred a couple of times for us and now two users are replying to each other in a ticket and causing a headache for our support team.
I agree. A mistake was made and needs to be corrected. Cannot correct unless we can unmerge the ticket.
We come back to refresh this complain again. It is so frustrated that Zendesk just merge 2 tickets from different clients based on the backend message-ID. It made our agents so frustrated and unhappy and feel helpless!
Such unexpected new message merged to the ticket also not removable, but how can we talk to 2 customers and share all confidential business information.
Zendesk should seriously consider this problem and find a solution.
We don't care what RFC standard it is, Zendesk can always do an extra mile to stop this unexpected merging. It is easy by just adding more criteria for merging...like taking consideration of a message from a different party + Subject is different.
There are so many outlook users they like to just duplicate from the same email by just changing the email address to send, or even just have a small change on the subject or modify a bit of the contents to send multiple email. We did the same when we are using outlook.
Either not merging until all criteria met and /or give us the choice to say Yes or No to merge when there is such a doubt happening.
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