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Can I un-merge tickets?



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Claire Miller

Zendesk Customer Care

Edited Mar 21, 2023


-13

12

12 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? 

3


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.

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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. 

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

4


Hi team ,

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

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

2


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

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Hi Matt, 
 
Here's the thread to upvote and leave a comment with your use case: Feature request: Unmerge tickets due to GDPR

2


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

 

0


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

2


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

2


This is needed. The more I look into zendesk to keep up with my business the more evidence shows that I need to start looking for a more professional alternative.

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