Can I un-merge tickets?

Return to top


  • Melissa Rush

    When will the ability to unmerge be available? This is a big issue in some cases and this tool requires a ton of manual input, the merging of 2 names can cause customer confidentiality issues. This should be a priority fix. I see comments from years ago and still not solution zendesk? 

  • Brettany Rhodes

    Does anyone know of a way to restrict agents from merging tickets? I like for only our admins to have the merge ticket capability to prevent errors of merging tickets from two different organizations.

  • Devan La Spisa
    Zendesk Community Manager

    Hello @...,

    On the Enterprise plan, you can disable the permission on the role properties found at Admin>People>Roles and selecting the Agent role. This would be the only method to restrict this option amongst your agents.

    Best regards. 

  • Rina

    This ticket thread is 4 years old! ... still we see no way of undoing a merge. Please developers/techies - can you answer soon!?

  • Thilunee

    Hi team ,

    Do we any update on this ? When can we have the access to unmerge the ticket ?

  • Avital Raysh

    Devan La Spisa when will we be able to unmerge tickets? This will be super helpful!! Thanks.

  • Matt Gargula - Supervisor

    Surprising this isnt a feature already for a Admin. Can you offer a timeline for when this will be considered?

  • Dave Dyson
    Hi Matt, 
    Here's the thread to upvote and leave a comment with your use case: Feature request: Unmerge tickets due to GDPR
  • Hostmost Engineering (S) Pte Ltd

    Unmerge is really necessary! It is needed to unmerge for human mistake or sometimes the Zendesk automation mistake. 


  • Onur Olmez

    Agree with others that this is a huge limitation and should be considered as a core functionality of the product.

  • Attractive.Media

    Just fell victim to this. Can't believe there's no undo button..after all this time?


Please sign in to leave a comment.

Powered by Zendesk