Merging tickets

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74 Comments

  • Darya Alyasova

    Hi!
    I hope that my idea will be implemented.
    We need to change the text of notifications about merging tickets. Right now we can only use the default text or not send it at all, both options don't work for us. Changing the message manually in every ticket is not a good idea either. We would like to have this possibility at admin level.

    I believe in a miracle that you can help us in the next updates. Thank you!

    1
  • Arianne Batiles
    Zendesk Customer Care

    Hi Darya Alyasova

    At the moment, you are right that we can only edit the merge comment manually. I'm afraid it's not possible to set or change the default message that will be applied whenever a ticket is merged.

    Sincere apologies for this limitation. Hence, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].

    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality. Thank you. 

     

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Steven Aranaga,

    The ticket ID you put here below is the one that will be open and active. In this example, #715 is the ticket where #714 is being merged in. 

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  • Ana Baccaro

    Hello, 

    Is there a way to not have the requester of the ticket I close through merge be added as a CC to the new ticket?

    Thank you

    0
  • Arianne Batiles
    Zendesk Customer Care

    Hi Ana Baccaro,

    Only when you have CCs settings enabled that we can merge tickets. Hence, it is by design to add the requester of another ticket as CC in the ticket that will be merged into. You can remove the CC'ed address afterward. 

    • If you have ticket CCs enabled:
      • You can merge two tickets with different requesters. The requester of the ticket you close with the merge is added as a CC to the new ticket.
        Note: A message appears when you merge tickets with different requesters. Make sure that you're not unintentionally sharing sensitive information when merging tickets across requesters before you continue.
      • If anyone was CC'd on an original ticket, they are also added as a CC on the merged ticket.
    • If you don't have ticket CCs enabled, you can only merge two tickets if they are from the same requester.

     

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  • Sejla Husic

    Our survey is set to trigger when a ticket is closed, upon merging the ticket in the original one the survey is triggered because the merged one is set to *closed *by default, even though the original ticket is still ongoing, how can we fix this?

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Sejla,

    You can exclude merged tickets from getting surveyed by adding a condition to your trigger to exclude the tag "closed_by_merge". 

    Hope this helps.

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  • Customer Care

    can we extract all merge tickets? 

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Customer Care,

    This is possible using the following:

    1. Creating a View that leverages the Tag "closed_by_merge" and reporting it via CSV (the downside is it will not get archived tickets).

    2. Creating an Explore report and exporting it from there.

    3. Using the List API to search for tickets with the tag. 

    Hope this helps.

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  • Émilie LE NOAY

    Hi there ! Let's assume I have 2 tickets to merge. 
    Ticket A has been reopened and I need to merge it into ticket B.
    Ticket 1 already received a satisfaction from the requester.
    Will this satisfaction remain or will it be deleted and replaced by satisfaction of ticket B (if the requester answers the satisfaction survey when I close it). 
    Thanks in advance ! 

    0
  • Christine
    Zendesk Engineering
    Hi Émilie,

    The rating will not be changed when you merge tickets. The rating will remain associated with the original ticket ID that was merged. The rating on the ticket where you merged the first ticket will be considered as another satisfaction rating from the same customer.

    Note that closed tickets cannot be changed or modified, and merge tickets are automatically closed. The data on the closed (merged) ticket will still remain and won't be removed/deleted.

    Hope this clarifies!

    Thanks,
    Christine
    1
  • Betty

    Are we able to edit Merge Comments in Admin? Some requesters think we're closing tickets, and miss the merge information, so I'd like to edit the comments to be clearer. 

     

    2
  • Arianne Batiles
    Zendesk Customer Care

    Hi Betty,

    Yes, the comment section you marked when you are merging a ticket is editable in the support UI. You can also choose whether you want the requester to see the comment or not by toggling the Requester can see this comment option. This is the same comment that will be appended in the ticket and what your admins can see. 

    If you remove all text from the comment box, the most recent comment from the merged ticket will appear as the updated ticket comment.

     

    1
  • Elaine
    Zendesk Customer Care
    Hi Tiffany,
     
    I wanted to address your recent inquiry about the visibility of ticket conversations when merging tickets in Zendesk.
     
    When tickets are merged, such as Ticket 1 into Ticket 2, the customer will not be able to see the conversation from the ticket that was merged into the new ticket. In other words:
     
    • The contents of Ticket 1 will not appear in Ticket 2 for the customer.
    If the customer replies to Ticket 2, they will not see the previous emails from Ticket 1. Merging essentially closes out Ticket 1, and the customer will not have visibility into any emails from Ticket 1 in Ticket 2.
     
    I hope this clarifies the process for you.
    0

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