Question
Is it possible to un-merge tickets?
Answer
No, it is not possible to un-merge tickets. The ticket that is merged moves to a Closed status which cannot be reversed and the ticket is no longer editable. 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. Then remove any unwanted CC's and ticket fields pulled over from the merge.
12 comments
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?
3
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.
1
Devan La Spisa
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.
-1
Rina
This ticket thread is 4 years old! ... still we see no way of undoing a merge. Please developers/techies - can you answer soon!?
4
Thilunee
Hi team ,
Do we any update on this ? When can we have the access to unmerge the ticket ?
2
Avital Raysh
Devan La Spisa when will we be able to unmerge tickets? This will be super helpful!! Thanks.
2
Matt Gargula - Manager
Surprising this isnt a feature already for a Admin. Can you offer a timeline for when this will be considered?
2
Dave Dyson
Here's the thread to upvote and leave a comment with your use case: Feature request: Unmerge tickets due to GDPR
2
Hostmost Engineering (S) Pte Ltd
Unmerge is really necessary! It is needed to unmerge for human mistake or sometimes the Zendesk automation mistake.
0
Onur Olmez
Agree with others that this is a huge limitation and should be considered as a core functionality of the product.
2
Attractive.Media
Just fell victim to this. Can't believe there's no undo button..after all this time?
2
Tony Brisciani
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.
1