Question
Can I report on tickets that were closed by being merged into another ticket? How do I know what tickets were closed by merge?
Answer
Closing a ticket by merging it into another existing ticket will add a closed_by_merged tag to the closed ticket. You can report on these closed merge tickets as all existing ticket field data is frozen on the closed ticket.
After you merge and close a ticket into an existing ticket, a note is added to the existing ticket documenting the merge. The only data carried over from the closed merge ticket to the existing ticket is Attachments and Users.
For example:
Ticket A is merged into Ticket B. A closed_by_merge tag is applied to Ticket A and Ticket A is closed with all existing data and ticket fields frozen.
The Users and Attachments from Ticket A are added to Ticket B. The agent and end user can continue their conversation in Ticket B. In Explore, the reporting options and restrictions are listed below:
- Explore agents can report on the ticket data of Ticket A by using the closed_by_merge tag.
- Explore agents can report on Attachments and Users information from the closed by merge ticket (Ticket A) that were added to the existing ticket (Ticket B).
- In the merging process, a tag is not added to the existing ticket (a tag is only added to the closed merge ticket). As a result, agents cannot create a report that details what existing tickets have had tickets merged into them. In other words, when reporting on existing tickets (Ticket B), you cannot report on the ticket IDs of the tickets closed and merged (Ticket A) into the existing ticket.
If you are trying to exclude these types of tickets (Ticket A) from your reports, see the article: Explore Recipe: Excluding tickets closed by merge.
5 Comments
Hi,
I used the filter of "ticket tags" to filter out tickets with "closed_by_merge" tag, remove such tickets with that tag from my report, but some tickets with that tag still appear in my report. Do you know why?
Hey Bo_zhang,
You'll want to take a look at the following article which addresses how you can report on tickets that have not been closed by merge nor contain the tag “misfire” tags? Announcing tag reporting improvements for Zendesk Explore
We also have a recipe listed here: Explore Recipe: Excluding tickets closed by merge
I hope this points you in the right direction!
Just making sure I understand this correctly.....if you are doing a report based on ticket count, it will include those closed merged tickets then? So if you want to EXCLUDE those tickets from your report, you will just exclude tickets with tag 'closed_by_merged'?
We have 2 reports:
1.monthly tickets created over the last 12 months
2. monthly solved over the last 12 months
How does merging impact that report if ticket A was merged into ticket B?
-will both Ticket A and Ticket B be counted in the 'created' report?
-will both Ticket A and Ticket B be counted in the 'solved' report?
Thank you
-Derrek
Hi Derrek,
Merged tickets are still included in your reports. They shouldn't affect the results in queries. A ticket will be counted in reports before or after a merge. Both tickets – the one that was closed and merged, and the ticket where the other request was merged into – should appear in Explore.
The created date of tickets do not change, so if a report is sliced or filtered by, let's say, Ticket created - Date, merge events won't affect the calculation. For reports sliced/filtered by solved date attributes – a ticket closed via a merge will retain its solved date if it's already in the solved status; unsolved tickets will be automatically closed when merged into another request, so the solved date that will be reflected in your reports will be the date of merge.
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