Question
Is it possible to un-merge tickets?
Answer
No, it is not possible to un-merge tickets. Ticket merges are final and cannot be undone. For more information, see the article: Merging tickets. If two tickets were merged by mistake, create a follow-up ticket from the closed ticket that was merged by mistake and remove any unwanted CC's and ticket fields pulled over from the merge.
8 Comments
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?
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.
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.
This ticket thread is 4 years old! ... still we see no way of undoing a merge. Please developers/techies - can you answer soon!?
Hi team ,
Do we any update on this ? When can we have the access to unmerge the ticket ?
Devan - Community Manager when will we be able to unmerge tickets? This will be super helpful!! Thanks.
Surprising this isnt a feature already for a Admin. Can you offer a timeline for when this will be considered?
Here's the thread to upvote and leave a comment with your use case: Feature request: Unmerge tickets due to GDPR
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