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Viewing all events for ticket updates



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Lisa Kelly

Zendesk Documentation Team

Edited Jan 30, 2025


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32 comments

Hi I have in the events of some tickets from messaging: 
 

But I can't find the other ticket of the merge. This impacts reporting as I don't have any assignee for those. Which doesnt allow me at add this activity under the agent productivity. 

Why those tickets are closed by merge, which action/set up has generated this behavior. How can I do to have this tickets reflected in the agent activity in term of reports? 

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Gabriel Manlapig

Zendesk Customer Care

Hi Léna

It sounds like the ticket merge/close is due to the expected messaging behavior as outlined in our documentation

We support one non-closed ticket per conversation. If the authenticated user already exists in Support, has a non-Closed ticket, creates another ticket as an anonymous user, and then authenticates in the middle of the conversation, the conversations "pre" and “post-authentication” are automatically merged by the system (Sunshine Conversation) to provide continuity for the agent and end user.

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