Can I un-merge tickets?

Have more questions? Submit a request

39 Comments

  • Adrian Bell
    Comment actions Permalink

    I'd like it if you could set a rule that prevented a ticket being merging into another ticket if it was created via certain support address.

    We  receive tickets via several support addresses. For internal reasons, we don't want tickets merged that originate via certain support addresses.

    1
  • Jessie Schutz
    Comment actions Permalink

    Hey Adrian!

    There isn't a way to set those kinds of restrictions, although this is a really interesting use case.

    Can you give me more detailed about your workflow? Maybe we can come up with some kind of solution at another point in the process.

    0
  • Bryan Edmonds
    Comment actions Permalink

    I would love to see a way to undo a merge. Why is anything digital permanent? Ctrl-Z!

    7
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for the feedback, Bryan, and welcome to the Zendesk Community! 

    Undoing a merge isn't as simple as a ctrl-Z, but Product is aware of this request. 

    2
  • Adrian Bell
    Comment actions Permalink

    Hi Jessie

    >There isn't a way to set those kinds of restrictions, although this is a really interesting use case.

    >Can you give me more detailed about your workflow? Maybe we can come up with some >kind of solution at another point in the process.

    We support IT systems for our customers.

    Broadly we have 2 types of requests.

    1. Requests from users that can be resolved by our agents through advice.

    2. Requests form users that require a change to the IT system.

    Both types originate can originate through the same zendesk email (e.g support@mycompany.zendesk.com)

    If a change to our customer's system  is required - ie. a change request  or CR - we need to approval from the business to proceed. We manage through an external system that we have developed internally. Raising a CR also creates a new ticket in zendesk through a generated email that will be sent to secondary zendesk address (e.g CR@mycompany.zendesk.com)

    We then merge the original request into the CR allowing us to seek approval and action.

    We don't want the CR being merged into original request as detail gets lost in the receiving ticket.  It would great if we could put rules in place around what tickets (based on criteria) are allowed to be merged.

    Regards

    Adrian

     

    1
  • Jessie Schutz
    Comment actions Permalink

    Hey Adrian! Thanks so much for the detailed use case, and apologies for the delayed response.

    I think that you can fix this with a fairly simple workflow change.

    We have an app in our App Marketplace called the Project App. One quick caveat: this app is a Labs app, so it's not supported. This means we can't help you if it breaks. That said, I've been testing with it for years now and it's always been solid. So I think you can start using it without too much worry. 

    You can use this app to connect your CR ticket to the original ticket in a Parent/Child relationship so they're easily accessible and you don't lose any information like you do with a ticket merge. Further, it gives you the option to create the Child ticket right from the app OR add an existing ticket as a Child/Parent. You can view all related tickets from the app tray:

    It would require training your agents in this new process, but I think it could really work well for you. Hopefully this is helpful...do you think that would work?

    0
  • Lance Le Roux
    Comment actions Permalink

    Hi there, how can I turn "Merge Ticket" OFF?


    We had a case today where an agent merged 2 tickets by mistake and a lot of confidential information was shared.... this causes a trust issue with our customers and we really don't want them to feel our sites just hand over this kind of information.

    Until there is a way to "un-merge: tickets, I would rather not use it. 

    Regards, Lance

    3
  • Scott Schroeder
    Comment actions Permalink

    There ought to be SOME way to, at a minimum, ensure that the organization is the same for the tickets being merged.  It is bad enough to merge 2 tickets that don't belong together.  It's much worse if customer A suddenly sees information about customer B.  "Sorry, Pepsi, we merged your ticket into a Coke ticket, and they see your entire thread."  Of course, we can't just CLOSE this ticket now, we need to DELETE it, and we lose our SLA data.

    1
  • Jessie Schutz
    Comment actions Permalink

    Hey Lance and Scott!

    There isn't a way to turn the merge ticket functionality off completely unless you're on the Enterprise plan. If that's the case, then you can disable the ability to merge tickets based on your agents' roles.

    Another way you can potentially mitigate these scenarios is to disable CC's on your ticket (if this is feasible with your workflows). If ticket CC's are disable, you can only merge tickets that are from the same requester.

    I know these aren't necessarily ideal solutions, but hopefully they're helpful!

    -1
  • Cedric Jacob
    Comment actions Permalink

    Hey Lance,

    Maybe you can find use for my new app called Quick Merge.

    It allows agents to review and merge tickets right within the ticket view: (ONLY FROM THE SAME REQUESTER)

    https://www.zendesk.com/apps/support/quick-merge/ 

     Let me know if you have any questions. I wrote a small blog-post about the app here:

    https://www.cedricfjacob.com/viewpost.php?post=merging-zendesk-tickets-the-fastest-method-using-the-new-quick-merge-app-free-trial 

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for sharing your solution, Cedric! Congrats on your app, as well. 

    0
  • Jamie Vogter
    Comment actions Permalink

    We have had a usecase where a customer ticket was accidentally merged with a different customer. It is really difficult losing the histroy and having to open a follow up ticket and then having the other end customer see the merged ticket data in their ticket. The notification of the merging allows the customer to see the wrong data. I hope we will be able to unmerge in the future.

    0
  • Meghan Howard
    Comment actions Permalink

    +1 for the unmerging ability

    1
  • Silvia Puga
    Comment actions Permalink

    Have you advanced to develop the option to undo merge on tickets? As others we have the same problem when clients are different.

     

    Thanks!

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Silvia -

    We've shared all of the feedback here with the product teams but they do not have plans to build undo merge functionality at this time.

    -2
  • Odelia Shiron
    Comment actions Permalink

    Need this too thanks!

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Odelia - 

    Thanks for sharing. The product team continues to state that this is not a function they have plans to build. 

    -2
  • Morgan Riddle
    Comment actions Permalink

    Nicole, does product have an external priority list when it comes to features that seem to be brought up continuously over the years? I feel like this function is needed, however I'd understand if it was on product's back burner due to less need than it looks like on here. Thanks.

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Morgan,

    For both competitive and legal reasons, the product teams do not share their roadmaps/priority lists in this forum, which is public and visible to anyone. 

    In general, the best way to get a picture of what they're working on is to review the EAPs tab on the community home page. The items being tested there are a good snapshot of what's currently being worked on.

    Here's where to find that:

     

    As far as how they set priorities, the community's feedback is one data point, but there are many others they have to consider, such as how technically heavy is the lift required to complete something (and how many other projects therefore have to go on hold to devote developer resources to it), where the market is headed, if we have something else in the works that will solve for the same problem but in a different way, etc. The logic behind the decisions isn't always something we can share in this public forum, but they do put a LOT of thought into what to build when and how.

    The product teams definitely understand the use case and desire for an un-merge functionality - it's something they've looked at several times. Building that functionality would require significant changes to the core code and product, and the way that tickets are stored. Therefore, it would need to be very high priority in order to put it ahead of and pause everything else that's currently being built and innovated, and to date hasn't proven to be more important than the other items on the development list. 

    -1
  • Morgan Riddle
    Comment actions Permalink

    Definitely understandable, thanks for such an in depth answer! This helps clarify a few things.

    1
  • Benjamin
    Comment actions Permalink

    Hi,

    It is understandable that un-merge isn't easy task. But implementing some restrictions before merging should be quite easy. For example, my colleague wouldn't be able to merge tickets from two competitors if there was a restriction which prevents merging different organizations.

    Hope you'll consider this, thanks!

    1
  • Brett - Community Manager
    Comment actions Permalink

    Thanks for taking the time to share this with us Benjamin!

    I'll be sure to pass this along to our product managers so they're aware :)

    Cheers!

    1
  • Nick Tessieri
    Comment actions Permalink

     I second that this should be a feature 

    1
  • Lars Tvedt
    Comment actions Permalink

    Our agents have also requested this feature.

    As is already mentioned, you should at least develop the merging feature so that merging two unrelated tickets are not possible/harder to achieve.

    1
  • Itamar Moshayov
    Comment actions Permalink

    Hi all,

     

    Started reading the thread here, and it seems like this legitimate request has been ignored for quite some time.

    I understand that sometimes Product teams use phrases like "ok, and it's on the roadmap.." and stuff like that, but taking into consideration the amount of people who are asking it (myself included), and the impact this mistake can have (merging by mistake), this should be raised in the importance on your Product team's list.

    Every one of your clients will appreciate this ability, so please try to raise it again.

    Thanks

    4
  • Lance Le Roux
    Comment actions Permalink

    @Brett could we have some 'Real' feedback from the product managers?


    This thread has been running for 3 years and we haven't seen any positive actions from Zendesks side. Rather disappointing. 

    Lance 

    2
  • Scott Schroeder
    Comment actions Permalink

    In this era of GDRP, this is a privacy issue - if incorrect tickets get merged, one customer's private information can be shared with a third party incorrectly.  It could even be a security issue - while it's not advised to share credentials in a ticket, it's possible someone could make a mistake.  In other words, this is more than a "cosmetic" issue, this is a significant product shortcoming, and resolving it ought to be prioritized.  PREVENTING it ought to be prioritized as well - don't let 2 tickets be merged if they're for different companies, require the tickets to individually be adjusted until they match.  In fact, PREVENTING it should normally be sufficient.  If people are prevented from clearly-wrong merges and they accidentally perform slightly-wrong merges, we will be much better off than we are today.

    0
  • Devan - Community Manager
    Comment actions Permalink

    Hello Lance, Itamar & Scott,

    First, I do agree that your request is indeed a legitimate one, as are most product requests from users. I understand that a lack of response can be frustrating to deal with, especially when it has been asked numerous times.

    Yet, posting feedback on articles and outside of the Product Feedback forums is not the recommended method to convey your user feedback. This due to our help articles not being monitored by our development team resulting in your post not reaching the intended recipient. To ensure our developers see your feedback, we do stress that you keep conversations regarding Product Feedback within the appropriate channels. Also, we ask to please keep posts civil when replying to other users and Zendesk staff.

    I’ve gone ahead and linked the Product Feedback channel for Support below for your convenience.

    Support Product Feedback

    Best regards

    -2
  • Itamar Moshayov
    Comment actions Permalink
    Hi Devan,
     
    Thank you for replying, however you didn't actually say anything here.. You basically repeated the conversation and agreed with us that it is indeed a relevant requirement but...???
    Please explain what the next step is? Will anyone ever pay attention to it?

     Itamar

    0
  • anon anon
    Comment actions Permalink

    Every time I run into an issue where unmerging could be a benefit, I will post here to let you know. 


    I'm sure that everyone who uses ZD will agree that the ability to unmerge should be added. 

    1

Please sign in to leave a comment.

Powered by Zendesk