Merging tickets

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  • Marina Santos

    Thank you Au Finh Saechao! Appreciated the input/update. I'll look into it :)

  • Au Finh Saechao

    Auto Merge is now available for Playlist

    With Auto Merge, you can specify a matching criteria and a merge window (hours). In Zendesk, simply create a trigger to notify the Auto Merge target. See Automatically merge tickets in Zendesk.

    Alternatively, you can use the same agent (sticky) workflow if your goal is to just auto assign to the same agent.

  • Alejandra Carcamo


    Is there a way to stop users from merging if the tickets are from different channels?

  • JJ
    Zendesk Customer Advocate

    Hello Alejandra,

    Unfortunately, we cannot restrict if tickets are coming from two different channels.

    We can only restrict the merging capability for specific agents roles, as outlined in the article.

    Hope that helps!


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