Is it possible to merge organizations? Follow

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14 comments

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    Susan Biehl

    I have an issue where an agent created a new Organization for a customer that we already had an Organization in the system for. Now I have a closed ticket under that Organization as well as tickets under the correct Organization. Since we do not have the ability to change closed tickets, how can I get this ticket to reflect under the correct Organization?

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    Jessie Schutz

    Hi Susan!

    I'm afraid that it's not going to be possible to move that ticket to another Organization. The only way you can do that is by editing the ticket and, as you pointed out, you can't edit a ticket once it's in Closed status.

    Can you give me some more information about why you'd need to make this change? Is it messing up your reporting, or is it something else?

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    Dan Ross

    Hi Jessie,

    We're stuck with this situation as well. There's got to be a better solution to this problem. It fragments the user's ticket history for the user and it messes with reports. Is there anything on the roadmap to address this long standing issue? There's been a feature request for the last six years on the topic here, with over 100 votes and many clearly outlined use cases. 

    On August 10, 2015, then-Product Manager Jake Holman indicated that " I am unfortunately unable to provide a closer estimate on when we can start working on this area, other than "soon"." There's been no updates from Zendesk Product since then.

    How does Zendesk define "soon"? There have been many features like this one that are sorely needed to properly administer a help desk.  Sorry to direct these frustrations to you, but you seem to quite often the only person answering any kinds of questions surrounding requests from users. Judging from how long some requests have languished, no one else seems to pay them much attention. 

     
    Thanks for reading!
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    Nicole Relyea

    Hey Dan, 

    I'm sorry that Jake said "soon" and you haven't heard anything since, I know how frustrating that can be. I'm not sure whether this feature is currently on a roadmap, but Jessie and I will try to find out for you. 

    Sometimes "soon" turns into "eventually" or gets derailed entirely. This can happen for a number of reasons, the most common being that what we would need to do with the underlying or already built part of the platform a feature relates to would be prohibitively complicated. This is often something that isn't discovered until development has started, after it's already been put on a roadmap. 

    Sometimes a particular feature makes sense when it gets put on the roadmap, but then we have something else that gets planned that causes it to no longer make sense - a new product coming online a year later that would make the feature redundant, another feature becomes higher priority due to a shift in the market, etc. 

    On the flip side, sometimes something doesn't make sense to be developed when it's first requested, but years later new technology has come on board or market needs have shifted and it suddenly becomes do-able. 

    These are all reasons we rarely put forth exact timelines or hard promises, and why sometimes we say something is likely "coming soon" and never does. 

    All that being said, I don't know if any of these apply to the feature you're seeking. But we will try to find out and do our best to get back to you. 

    Also please know that we get tons of Product Feedback and feature requests, and the Product Managers do read everything that goes into the Product Feedback forum. They just can't respond to all of it. But they do pull quotes and use stats and case studies from it when putting together their case for why something should be developed. So please continue sharing your feedback and use cases so that they can better understand what's most needed. 

     

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    Eric Klein

    Just adding my name to this list as it not only provides a problem for reporting, but the fragmentation issue is a larger issue in my position. Because we have two organizations out there you cannot get a complete picture of what is happening within an organization and the tickets are they submitting to us. Frankly a little stunned to see this is a 6 year old issue.

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    Nicole Relyea

    Thanks for the feedback, Eric. I'm not sure why the decision not to develop this functionality has been made thus far, but there are always many competing priorities in Product Development. 

    For future reference, the Product Managers do read and spend time in the Product Feedback forum, but don't often see comments on Knowledge Base articles. I encourage you to share your specific problem and use case there. If you choose to do so, this post is a great example of the kind of feedback post that is most useful to PMs. 

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    Bill Cicchetti (Edited )

    Running into this problem as we speak.  Our Salesforce integration was bringing in incorrect organizations and our agents created tickets under that org (same city but different products).

     

     

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    Dwight Bussman

    HI Bill,

    Offhand, I'm not sure why that would be the case. As such, I'm going to make a ticket for you at support.zendesk.com (emailing support@zendesk.com would do the same thing) for one of our Salesforce experts to look into this further.

    Someone should be reaching out within that ticket shortly.

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    Myles Grote

    Hey everyone - can someone add me to this feature request?  I'd like to be able to merge two existing organizations.  We have some duplicates that I'd like to easily take care of.

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    Jessie Schutz

    Hey Miles! Welcome to the Community! I see you've been really active over the last few days - awesome!

    Our Product Managers like to hear from our customers directly! If you have a minute, it would be great if you could add your vote and detailed use case to this thread in our Product Feedback topic. Thorough problem statements are always more helpful than just a +1!

    The thread has been around for a long time, and Zendesk hasn't weighed in for a while, but I'm going to follow up with our Product team to see if there's any information available about this type of functionality.

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    Naama Aharoni

    Hi,

    We are having many duplicated organizations and, as a result, our reports on how many tickets submitted by which organization are completely wrong. we would like to sort out our records and having the option to merge organization will make this much easier. Currently the workaround suggested cannot work for us as we need to move the closed tickets as well and in general, we need a tool to clean our records fast.

    Thanks, Naama

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    Nicole Relyea

    Thanks for the feedback, Naama. I encourage you to share it in the Product Feedback conversation "Ability to Merge Organizations" so that the Product Managers will see it. 

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    Michael Mulligan

    The ability to merge orgs would be very helpful!

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    Nicole Relyea

    Thanks for the feedback, Michael.I encourage you to share it in the Product Feedback conversation "Ability to Merge Organizations"  where our Product Managers can see it. Feedback posted on Tech Notes is not reviewed by the development teams. 

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