Merging tickets

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18 Comments

  • Susana Alejandra Ceron

    Hi, 

    Is there a way to stop users from merging if the tickets are from different channels?

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  • Juraj Jarmek

    Hello Alejandra,

    We cannot restrict whether tickets are coming from two different channels.

    We can only restrict the merging capability for specific agents roles, as outlined in the article.

    Hope that helps!

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  • Nikki Goodson

    I believe I already know the answer, but I will ask anyway!

    Let's say I merge Ticket 1 into Ticket 2.

    Ticket 1 becomes closed.

    Customer has emails from both Ticket 1 & Ticket 2 in their sent folder. If they reply again to their original Ticket 1 email, then does it become a follow-up ticket as usual? Or does ZD recognize that the ticket has been merged, and instead put the new message into Ticket 2? 

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hey Nikki! I've done some testing and can confirm that the replies made from a closed from merged ticket will be updated into the open ticket (Ticket 2) :)

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  • Nikki Goodson

    That's fantastic, and not the answer I expected, but definitely what I hoped!

    Thanks for testing. 

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    You're welcome! We're happy to help :)

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  • Jan Post

    How can I auto merge tickets where the subject contains an external ticket number, but the other part of the subject is different.

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  • Tudor-George Pascu
    Zendesk Customer Care
    Hi Jan ,

    Thank you for reaching out! I'm George from the Advocacy Team and I will be pleased to help you with this :)  

    Unfortunately, It is not possible to automatically merge tickets from with the same subject. You can merge tickets manually but not through business rules.
    For more information, see Merging tickets

    Even though you can't do this natively, I have found an app in our marketplace that may help you auto-merging tickets. However I must say that this app is not free, and it only has a trial of forty days. I am linking you this app and I hope this will be useful for you. 

    Since this function is currently not available in Zendesk and I have no details on the future introduction of such a function, I will recommend you leaving as a feedback so our dedicated team will review it and consider attaching it in future updates . This is to improve our product and also allows this update to be included in future versions of Zendesk

    I hope this answers your question and I apologize that there is not much left to do in this case. I will set this ticket to "solved" for the time being. However, if you have any further questions, please do not hesitate to contact me.

    Kind regards,
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  • Au Finh

    @... thanks for suggesting our app! I just wanted to clarify that the free trial is 14-days but can always be extended if necessary. Also, matching tickets with regular expressions is something that we are considering. Barring any technical limitations, we hope to deliver this feature by the end of the year. 

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  • Tudor-George Pascu
    Zendesk Customer Care
    Hi,

    Thank you for your answer!

    The only way to merge tickets is manually from within the agent interface. Triggers/automations are unable to automatically merge tickets at this time. In this community post  you can find also other people looking for this query: Automatic merging tickets 
     
    The third party app (Auto Merge)that I have recommended you and that is available in Marketplace  will allow you to automatically merge tickets from the same requester based on matching fields. This is developed by Playlist if you want to ask for a trial extension, I would recommend you  contact the app developer directly for any concerns about the app.
     

    I hope this answers your question and I apologize that there is not much left to do in this case. I will set this ticket to "solved" for the time being. However, if you have any further questions, please do not hesitate to contact me.
     

    Kind Regards,

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  • Au Finh

    @... I am the developer at Playlist :)

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  • Tudor-George Pascu
    Zendesk Customer Care
    Hi Au,

    Thank you for your answer!

    However, in this case I am sorry to say that here from Zendesk there is nothing we can do from our side.

    If you would like to still want to look for a solution through this (however a paid solution)  as a corporate customer, I can offer you our professional services that can help you after an expertise on how to set this functionality in your account. "https://www.zendesk.com/customer-experience/professional-services/"

    I am sorry there isn't to much left for me in this case to do related your query.

    Kind regards,
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  • Au Finh

    Interesting. A bot with a random answer generator. 🤷‍♂️

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  • Au Finh

    Jan Post Regex matching is now available for Auto Merge. 

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  • Rebecca Katz

    Is there a way to set rules for the merging? i.e. only merge tickets from the same user or same organization etc. ? 

    The ability for any agent to merge any combination of tickets sounds a bit risky to me 

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  • Au Finh

    Rebecca Katz Agreed. All user input is prone to error. That's why some of our Auto Merge customers remove ticket merging permissions from agents and just leverage the app to automatically merge tickets from the same requester. You can configure different merge rules for different scenarios. 

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  • Josh
    Zendesk Customer Care
    Hi Rebecca!
     
    Thank you for your question. Currently there are no rules that can be set for merging but only if it can be enabled for agents or not (applicable for Enterprise Plan). However, we understand your user-case as it can be risky and prone to agent error.
     
    What I can suggest is posting this to our Product Feedback topic in the community so that our product managers can see this.
     
    Best, 
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  • Orlando Candelaria

    Does the sequence of merging affect what can be seen? Should you merge the least recent into the most recent? Are the ticket display and events chronological whatever sequence you merge the tickets? What about mass merge? 

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