What Explore reporting options are available for merged tickets?

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5 Comments

  • Alfred Marti

    Can an enhancement be done so that a parent child relationship is maintained and can be reported on for Merged tickets?

    2
  • Maribel Leon

    We are questioning the report of tickets that we receive VS. the calls received. How does Zendesk Calculate ticket count?

    Also, when merging tickets, does it count those as one ticket? Or does it count them as individual tickets still?

    0
  • Alex Zheng
    Zendesk Customer Care
    Hey Maribel,
     
    It is based on the unique ticket ids as every unique ticket id will count as a separate ticket. So since merged tickets have different ids these will count as separate tickets.
    0
  • Gulzar Shikalgar

    Following up on requirement raised by Alfred Marti.

    Is there any way possible to link Merged and Merged-into ticket in Zendesk Explore reports

    Like apply and contains search query on comments "This request was closed and merged into request #1019"

    0
  • Christine Diego
    Zendesk Customer Care
    Hi Gulzar,
     
    At the moment, only the following option is available to report in merge tickets. 
     
    • 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.
     
    I would encourage you to post this as a feature request in feedback forum. Our Product Team reviews this forum regularly and it has inspired many of the enhancements we've made to Zendesk over the years.
    0

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