Merging Tickets! The 2-for-1 approach to Customer Service Follow

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3 comments

  • Avatar
    Clemens (Edited )

    Hi,

    It is very cumbersome to always manually merge tickets because customers open ticket after ticket.

    "The User Data app might be useful to you, but the best way to handle this is just deal with the tickets as they come in."

    What kind of an answer is this?! Sorry, it is hot here so I might be short tempered :)

    However, this is how it should be:

    1. Zendesk introduces a new option (!) to prevent customers to open another ticket if they already have an open ticket. They may still update said ticket but not create a new one.
    2. Everyone is happy and not wasting resources for a completely idiotic task.
    3. Again, read 1. it should be an option, those hardcore ticket grinders amongst you can still merge tickets and send different answers to the same customers on the same subject by different agents. Yes yes, I know. It is a process / training problem.

    Fin

  • Avatar
    Clemens

    Any news?

  • Avatar
    Sean Cusick

    Hi Clemens, I'm so sorry, I hadn't seen your previous comment., For any change in functionality you would want to add that suggestion to our Feature Request Forums: https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback

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