Merging tickets

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92 Comments

  • 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,

    Oliver

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  • Brett - Community Manager
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    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

    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 - Community Manager
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    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

    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

    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

    Does merging a ticket count as a touch?

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  • Dmitry Savelyev

    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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  • Pedro Reis
    We use a custom field, that we are requiring when solving a ticket, however, when merging tickets this rule is not applied/enforced - this is affecting our KPIs as this custom field is indicating the ticket category.
     
    We would like to enforce this field to be filled when a ticket is merged - Is there a possible workaround for this? I tried to create a trigger but that trigger is actioned after the merge, so it fails...
     
    Any help would be appreciated. Thank you.
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  • Oliver Tietze

    Pedro Reis when a ticket is merged, the tag 'closed_by_merge' is added automatically.

    You could try setting your trigger on 'Ticket Updated' and 'Tags contain: closed_by_merge'.

    Sadly, the custom field can only be filled with one fixed value this way, you won't be able to look for the correct category in the target ticket and copy it to the closed ticket.

    I suggest to exclude merged tickets from the KPI, as the "correct" category would be counted with the active ticket anyway. This is how we do it.

    Regards

    Oliver

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  • Pedro Reis

    Thanks for your feedback Oliver Tietze, much appreciated -  I wanted to check if anyone else had the same use case.

    The goal here would be to prevent ticket merging from happening, if category is not indicated on the ticket ot be merged.

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  • Francis Esteban

    Hi Everyone,

    Would appreciate your insights on this.

    I had a solved ticket but someone merged on that ticket and it automatically went open. However, after someone merged on my ticket, a bad survey has been triggered. 

    I am wondering if the bad survey is for my ticket or to the other ticket that was merged on my ticket?

    Please see the events on the image below. I hope someone could help me out on this. Thank you in advance.

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Francis,

    If the bad sat was submitted after the ticket was merged, then this would be applied to the ticket that is being merged into (your ticket). Since the ticket being merged is in a Closed, it cannot be updated with a CSAT result.

    Let me know if the above doesn't make sense!

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  • Jose Alfonso

    I'm trying to merge three tickets into one, for the same customer, using the same customer's email adress as well. Zendesk says it can't find the ticket to merge into, yet the ticket is Pending (not Solved) and it is visible in the system. 

     

    Any help would be highly appreciated ....

     

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  • Oliver Tietze

    Francis Esteban I think it's important to know (as it's also visible in your screenshot) that "triggering" the CSAT means the user gets the mail. He can reply to this mail at any point (unless the ticket is closed) and it will always be assigned to the ticket it was triggered from. 

    So it makes no difference if other tickets are merged into, status changes, etc etc. The CSAT result is recorded in the moment the user submits it.

    Hope this helps!

    Regards

    Oliver

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  • Gabriel Ortiz

    when merging a ticket, can the default option have the notification emails be unchecked instead of checked? I can't think of a time we would ever want the customer to know we are merging a ticket, so it makes more sense to have those boxes unchecked automatically.

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  • Oliver Tietze

    Hey Gabriel Ortiz .. it's what many users here requested 4, 3, 2 and also 1 year ago.

    And I totally agree. Unchecked should be the default, OR an option to select for your account if it's to be unchecked or checked by default.

    For our use cases, we finally invested in an API based solution that avoids the need of manual merging at least in every 2nd case, and also there are Apps for "Quick Merge" which could do the job, but: not maintained and not flexible ...

    Zendesk, would you do something? Only you can! 

     

    Kind regards,
    Oliver

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi all - 

    To share your feedback with our product managers, please post it in the Feedback on Support topic in the community. They use that to track requests, but may or may not see feedback posted in the comments on articles. If you haven't posted there before, here's information on how to write an effective feedback post

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  • Au Finh Saechao

    Oliver Tietze Gabriel Ortiz Jose Alfonso Nicole S. - Community Manager We just launched Ticket Merge on the Zendesk Marketplace last week.

    Here's a quick demo

    Features:

    • Automatically flags potential duplicates from the same requester
    • Bulk merge from the sidebar without switching screens
    • Customize default template for ticket merge comments (always private)
    • Carry over comments along with their timestamps
    • Roll up tags
    • Roll up priority
    • Show only tickets within agent's groups

    June 1, 2020 update:

    Since this is a paid app, we are definitely excited to continue making improvements to it!

    Built by Playlist

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  • Marina Santos

    When merging a ticket into other, the information about Support Issue type just remains in the ticket that the other is being merged into. In our case, we are losing metrics for those tickets every time that they are merged. Is there any way to ensure that the ticket being merged has the same Support Issue Type category as the ticket that remains open and being worked on? Thanks

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  • Au Finh Saechao

    Marina Santos I can't speak for Zendesk, but this is definitely on our roadmap for the Ticket Merge app.

    Just out of curiosity, what if the agent changes the Support Issue Type category after the tickets have been merged?

    Since merged tickets are closed, it's not possible to update them to keep Support Issue Type values consistent, at least not through Zendesk's APIs. Will this be an issue?

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  • Marina Santos

    Thank you Au Finh Saechao. I would say that it will be a good improvement to have that functionality :) 

    To your question, we have tried that approach too, but changing the Support Issue Type before or after merging tickets have created similar outcomes, as in, the tickets being merged don't inherit the Support Issue Type from the ticket that they are being merged into. 

     

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  • Au Finh Saechao

    Marina Santos thank you for the feedback! Since merged tickets in Zendesk aren't represented as true parent-child relationships (at least in their API), that may be tough.

    We have some customers that would prefer to leave the values untouched after the tickets are merged, so we'll probably solve for those use cases first.

    Hopefully, Zendesk will change how merged tickets are actually represented in their system. For other service desks that I've managed in the past, merged tickets are simply parent-child relationships with the child tickets being set to a "Duplicate" status. Would be great if Zendesk did something similar!

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  • Marina Santos

    Exactly Au Finh Saechao , that would be super helpful! Zendesk any plans for this and if so, any estimated time to have this functionality? Thanks

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  • Au Finh Saechao

    Marina Santos You can now configure required fields for merging with our Ticket Merge app. Values of required fields are also copied over to the closed tickets.

    Built by Playlist

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  • Au Finh Saechao

    You can now quickly merge into solved tickets with the Ticket Merge app. Optionally, reopen the solved ticket. Here's a quick demo:

    I'm also very excited to announce that we have officially added Auto-merge to our product roadmap. Coming soon!

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