Merging tickets

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  • Oliver Tietze

    Can the templates which are used when merging Tickets be altered?


    "Last comment in ticket #999" is missing the date and time of the comment, so no one can check at which time the customer added information to the (then-merged) ticket, which is a bit annoying.


    Thanks in advance,


  • Brett - Community Manager

    Hey Oliver,

    There's no way to alter this text at this time unfortunately. It does look like there's already a product feedback post related to this so I would encourage you to upvote and post your use case there: 'Merge tickets' editable default text

    Thanks again for taking the time to share your feedback with us :)

  • Jack Edwards

    It would be great to be able to restrict merging of tickets or users.  It's causing big issues for us.  Please get this feature.  You have another thread with people asking for it and when we were at the NYC Zendesk Showcase this came up among many users in a Q&A.  

  • Brett - Community Manager

    Hi Jack,

    On the Support Enterprise plan you have the ability to restrict who can merge tickets by editing the Role of your agents. Screenshot below: 

    If this isn't the exact feature you're looking for, I would recommend upvoting and providing your use case to the following feedback post: Ability to prohibit merging of tickets across organizations

    Appreciate you taking the time to share this with us!

  • Julia Kornilenko

    Hi! Having read the article about the Migration to CC and followers, I've got the question: 

    is this statement still valid for ones who migrated to CC and followers: "If you don't have ticket CCs enabled, you can only merge two tickets if they are from the same requester."?

    More precisely: after the migration can I disable CCs and still have ability to merge tickets w/o merging users or adding anyone to the cc?

  • Devan La Spisa

    Hello Julia,

    Unfortunately, you can't disable CC's and still have the ability to merge tickets as you described. Hope this helps to clarify things and please let us know if there is anything else we can help with.

  • Evelia Casales


    Is there a way to sync some mandatory fields at the moment of "Merging" or intercept the "Merging" if the ticket is not completed with the mandatory fields?.

    We want to guarantee that the closed ticket have his ticket classification field complete.

    We review the comments and there is an article we can't access:

    Is there any update about this request?

  • Brett - Community Manager

    Hi Evelia,

    No update regarding the product feedback post you're referencing, unfortunately. It looks like that post has been archived due to the age of the feedback as well as the lack of activity on the post.

    If this is something you're still interested in, I would encourage you to create a new post in our Support Product Feedback forum as I'd be happy to pass that along to the appropriate team.



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