|Announced on||Rollout starts||Rollout ends|
|Mar 14, 2023||Mar 14, 2023||March 20, 2023|
Zendesk is introducing a new warning message after the ticket merge selection step if the system detects a mismatch across organization, brand, or requester fields.
This announcement includes the following topics:
What is changing?
A new step is being introduced into the ticket merge workflow. When agents merge a single ticket or multiple tickets into another ticket, an alert appears when a mismatch between the organization, brand, or requester fields is detected.
The alert allows agents to go back and make changes or proceed with the merge.
For example, the following message appears when tickets are merged across different requesters:
Why is Zendesk making this change?
Zendesk is making this change to detect potential security risks. Alerting agents with a warning message gives them the opportunity to reassess the ticket merge. By introducing an additional step, this change also can help reduce accidental merges from taking place.
What do I need to do?
You don’t need to do anything; this change will automatically appear in your account. If you’d like to learn more, see Merging tickets.
Our agents have been ignoring every warning in the existing flow, hopefully, this will be more effective.
It would also be nice to have a permission split, so let's say Role A would be allowed to merge tickets from different requesters, but Role B would only be allowed to merge tickets with the same requester.
Great update! +1 on Jacob's suggestion: Blocking merges from different requesters/brands/orgs altogether, as a setting.
Love this change!
Is there any way to disable the warning?
Hi Rick, thanks for writing in! There is no way yet to disable that warning when merging a ticket. However, you can post that a product feedback here for Support.
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