Merging tickets

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72 Comments

  • Oliver Tietze
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    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,

    Oliver

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  • Brett - Community Manager
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    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 :)

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  • Jack Edwards
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    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.  

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  • Brett - Community Manager
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    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!

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  • Julia Kornilenko
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    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?

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  • Devan La Spisa
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    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.

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  • Evelia Casales
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    Hi!

    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: https://support.zendesk.com/hc/en-us/community/posts/203429786-sync-ticket-fields-when-merging-tickets

    Is there any update about this request?

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  • Brett - Community Manager
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    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.

    Cheers!

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  • Conza
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    Hi team,

    Think this would be preferable process / option - the ability to merge tickets from the new tickets screen.

    e.g. below - I can see they're about the same order, and same requester at same time. Should be merged. 

    Would be helpful to be able to select the two - checkboxed - and hit "merge"... and they automatically merge.


    Instead of having to go into one ticket, and then hit "merge tickets into another ticket"... or awkwardly selecting only one, then trying to recall the #ticketID of the other one, so when the pop-up appears, you can select it. 

    This advised anywhere? Happy to make a request.

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  • Oliver Tietze
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    Conza, generally this option is already (almost) there, you dont have to open the ticket to merge.

    In the use case of your screenshot, you could mark ONE of the two tickets ,select "Merge ticket into another ticket", and then a popup would even suggest the other open ticket (if it is from the same requester).

     

    Zendesk needs information which ticket(s) shall be merged into which other. Of course, according to age, status, comments, Zendesk could do an assumption. Usually it seems most useful to have "newer" input merged to "older" existing conversation. 

    So I would say +1 to your suggestion, but let it be a "Quick merge" (no more interaction needed) PLUS make it revertable (in the rare cases that Zendesk's decision was not the best one).

     

    Reverting a merge, however, is needed anyway. Due to the clunky "merge" functions, errors occur and they are non-resolvable.

     

    Please Zendesk achieve standard market level in Ticket management ;)

    Cheers

    Oliver

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  • Anastasios Dagkos
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    Does merging a ticket count as a touch?

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  • Dmitry Savelyev
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    Hello team,

    Is there any way to change the standart template of "closure" comment when merging the tickets?


    E.g when you do merge, the template sent to a customer needs to be different from standart one (and not by updating it manually each time)

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