Merging tickets

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41 Comments

  • Martin Meraner

    It would be great that you can merge 2 or more tickets by selecting them in the overview and then just hit the merge button. For me there is no reason why in that case I need to de-select one ticket and then select it again in the merge dialogue. By selecting 2 tickets you are not allowed to merge them unless you specify a 3rd one.

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  • Au Finh

    Kyle Clark Martin Meraner both of these limitations are addressed by our Ticket Merge app.

    You can select multiple tickets and merge them all at once without having to leave the ticket. Comments are also carried over along with timestamps.

     

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  • Kyle Clark

    Au Finh - All to often Zendesk's solution is "There's an app for that!" (at additional charge). 

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  • Au Finh

    Kyle Clark That's right! It keeps us in business :)

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  • Martin Meraner

    Au Finh It actually doesn't address it, it just underlines the same procedure as with the button (where I then have to do additional steps).

    So again, I am in the list of tickets, I see 2 tickets (probably sent twice), I select both with the checkbox and I expect the merge button allow me to merge the two with no additional action.

    Right now I need to de-select one ticket (as my first reaction is always to select both), click merge, find the one to merge to and then merge -> cumbersome.

    Think of e.g. Microsoft Excel had this behavior: you want to merge two cells. So you select two cells, click Merge cells and Excel will ask you to provide a third cell to merge. And even better, not allow you to just merge the two.
    So you will have to select one cell, click Merge, and then select the second cell to merge into.

    If Zendesk wants to improve my workflow (and possibly others), the merge button should allow to select 2 tickets and merge them with no additional ticket to be added or de-selected. 

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  • Oliver Jackson

    Hello folks, 

    One of our agents is unable to merge tickets. He gets the message below:


    The tickets however do not meet any of the conditions listed, and in fact, I can merge them successfully, without being shown the above error message.

    Is there a setting somewhere I need to change for him? He's an Admin just like all of our other agents, so I'm very confused indeed.

    Appreciate any guidance!

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  • Au Finh

    Martin Meraner No additional steps. Simply select the tickets you want to merge and click "Merge". Here's a quick demo.

    Our (Playlist's) clients don't usually have a requirement to merge tickets from views. Most of them actually prefer to just automatically merge "duplicate" tickets with Auto Merge instead. No manual input from agents, which tend to be mistakes.

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  • Martin Meraner

    Au Finh probably a screenshot helps explaining the issue

    I have a list of tickets
    I see the top 2 one's are the same
    I select them
    I choose Merge in the menu
    I get presented this dialogue
    I click Merge
    All I get is the useless dialogue that I should add a ticket number to merge

    I already selected 2 tickets to merge, I don't want a third to merge. Neither do I want to unselect one in order to select the second one here.

    In conclusion, I don't need an "app", I can live with this frustration, and I should not waste more time on giving feedback.

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  • George Laue

    Martin Meraner
    It seems you have selected 2 tickets and then 'Merge tickets into another ticket' so that is why you are being asked to input a ticket ID to merge with the selected 2. 
    In this case, you will have to select 1 ticket and then 'Merge tickets into another ticket'.  

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  • Matt Simpson

    Curious if there is a reason you would not want to merge tickets from different channels if they are for the same issue? I see questions about merging (or not) from different channels

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  • Beto
    Zendesk Customer Care

    Hello Matt, thank you for your question!

    There should be no reason not to Merge tickets depending on their channel. Once a ticket is merged, their  original channel will stay the same, so it should not affect any possible reports or data you might be gathering. The only thing to keep in mind is which channel you wish to use to continue working with the end-user. There are some channels (like Messaging or SMS) that cannot be used unless that was the original Channel for the ticket. So for example, if you receive an SMS ticket, and an email ticket from the same user, and it's the same topic, if you wish to communicate via SMS, you will need to Merge the email ticket INTO the SMS one, in order to continue via the SMS one, because you would not be able to go from email to SMS on the other ticket. 

    But that would be the only reason that might affect merging tickets based on their Channel. I hope this was helpful!

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