Recent searches


No recent searches

Merging tickets



Edited Jun 21, 2024


14

87

87 comments

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!

2


image avatar

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. 

 

0


image avatar

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. 

0


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


image avatar

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.

 

0


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?

0


image avatar

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.

0


can we extract all merge tickets? 

0


image avatar

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.

0


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


image avatar

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


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


image avatar

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


image avatar

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


Hello! Today I sent a mail to your customer support and received a ticket number. So I sign in to my Zendeskaccount to see the status but i found no ticket and nothing was in my account activity. How can this be possible?

 

0


image avatar

Mike DR

Zendesk Customer Care

Hi Rosa!
 
Did you sign in to https://support.zendesk.com/hc/en-us to check your ticket?

0


Hi Mike!
Thank you for your answer. I did sign in.

My problem was solved but unfortunately the ticket that i was talking about was never on my profile which gave me the impression that something was fishy/wrong with the way things were beeing handdled.
Anyway..
Thanks again!

0


Hello! I have a question regarding custom fields and merged tickets. 


We have created specific categories/sub-categories etc with my team to manage our tickets. These categories.sub-cats etc are “fields” within the “Objects and Rules” section. 

Now what we want to do is to set up an automation. When the ticket is merged by a member of the team, we'd like the custom fields to automatically be assigned to a specific category/sub-category (e.g. category “Merged ticket” that we'd create on our end). 

Is that possible with the current tool? 
Thanks. 

Stefania

0


image avatar

Paolo

Zendesk Engineering

Hi Stefania,
 
Unfortunately, that workflow isn't feasible. However, this could be valuable feedback! I encourage you to post this in the General Product Feedback topic on our community platform. This way, you can connect with other users who might have similar requirements and explore potential solutions together. Posts with active discussions often catch the attention of our product managers during roadmap planning. Thank you.
 
Best,
Paolo | Technical Support Engineer | Zendesk

0


Stefania La Licata Actually, it’s possible depending on your requirements and workflow. Many of our Auto Merge app customers have a similar requirement for tracking/reporting purposes. If your agents don’t need to modify the default merge comments pre-populated by Zendesk, you can create a trigger based on the comment text. 

1. If you want to update the source (closed) ticket:

Conditions (meet ALL)

  • Status > Is > Closed
  • Comment text > Contains the following string >  This request was closed and merged into request

Actions

  • Your custom Category field > Merged ticket

 

2. If you want to update the target (active) ticket:

Conditions (meet ALL)

  • Ticket > Is > Updated
  • Comment text > Contains the following string > was closed and merged into this request. Last comment in request

Actions

  • Your custom Category field > Merged ticket

You can “tag”  either or both tickets. 

Reference: https://help.myplaylist.io/hc/en-us/articles/360055542451-How-can-I-report-on-auto-merged-tickets

0


Where does the suggested text when merging tickets come from?

 

I have agents set up with German as Language in a ticket with requesters set to english , and the merge text is suggested in our 3rd available language Danish, which is also our default Zendesk language.
However I can see previous tickets merged by that same agent where the text was in german, without him manually editing it.

 

So how does Zendesk suggest pick up the language it suggest for the merging text?

0


image avatar

Hiedi Kysther

Zendesk Customer Care

Hi Søren Reinewald 

The language of the ticket merge message defaults to the default language set in the localization for the account. You can set the default language for an account in Admin Center > Localization. That being said, even though the user language is set to Japanese, the account's default language is still English hence, the merge message in English.

Hope this clarifies it! 

0


Hi. 
We are using agent workspace and are having issues with calls showing after merging a ticket. 

 

Ticket 1 and 2 are two calls made to the same member, these are merged into ticket 3 - however they do not show the call recording for both, why is this?
 

0


image avatar

Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Katie Mc Dougall 

Merged tickets will include (optionally) the last public comment of the merged ticket & a link to that ticket as stated in the article above. Unfortunately at the moment, since call recordings do NOT count as a public comment, they won't be added in the merged ticket. 

0


Hi,

 

We tried to merge a pending ticket with a closed one but got this alert. Is it possible to merge the pending ticket with a solved ticket?

 

0


We have a Messaging multi conversations feature enabled on our account and some customers misuse this feature by creating several chats at the same time. Since the the multi conversations feature does not have any customization settings, usually managers manually merge chats of the same client from a separate "new chats" view. But in this case these tickets are automatically assigned to them. Is this a system rule? The only way to change the behavior (so that a chat still remains in the queue, assigned to a specific group) is to create a new trigger?

0


What happens if ticket X from user A is merged into ticket Y from user B, and then ticket Y itself is closed without a follow-up ticket, after which user A responds to an outgoing email from ticket X? When a new ticket is created, will its requester be user A, or user B?

0


Please sign in to leave a comment.