Question

Can I report on tickets that were closed by being merged into another ticket? How do I know what tickets were closed by merge? 

Answer

Closing a ticket by merging it into another existing ticket adds the closed_by_mergedtag to the closed ticket. You can report on these closed merge tickets as all existing ticket field data is frozen on the closed ticket. 

After you merge and close a ticket into an existing ticket, Zendesk adds a note to the existing ticket documenting the merge. The only data carried over from the closed merge ticket to the existing ticket is Attachments and Users. 

For example, ticket A is merged into ticket B. The closed_by_merged tag is applied to ticket A and ticket A is closed with all existing data and ticket fields frozen.

Support adds the Users and Attachments from ticket A to Ticket B. The agent and end user can continue their conversation in ticket B. In Explore, the reporting options and restrictions are listed below:

  • Explore agents can report on the ticket data of ticket A by using the closed_by_merged tag.
  • Explore agents can report on Attachments and Users information from the closed by merge ticket (ticket A) that were added to the existing ticket (ticket B).
  • In the merging process, a tag is not added to the existing ticket. A tag is only added to the closed merge ticket. As a result, agents cannot create a report that details what existing tickets had tickets merged into them. When reporting on existing tickets (ticket B), you cannot report on the ticket IDs of the tickets closed and merged (ticket A) into the existing ticket.
Note: When reporting on existing tickets with closed tickets merged into them, you cannot report on the closed merge ticket data other than Attachments and Users. Create a report of closed_by_merged tickets to analyze those ticket fields.

To exclude these types of tickets (ticket A) from your reports, see the article: Explore Recipe: Excluding tickets closed by merge.

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