The merging suggestions feature identifies tickets that might be potentially merged with the ticket you're currently working on. These suggestions appear in the context panel within a ticket.
Merging tickets can increase your efficiency by not having to resolve the same issue multiple times.
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When a new merging suggestion is available, you’ll see a red badge over the Merge suggestions icon in the context panel.
You can click the icon to review the suggestion and merge the tickets. After you view the suggestion, the red badge over the icon disappears, but you’ll continue to see the suggestions until you merge them.
To merge tickets from Merge suggestions in the context panel
- Within a ticket, open the context panel.
- Click the Merge suggestions icon.
- (Optional) Preview a ticket by hovering over it in the list of suggestions.
- Select the check box for the ticket or tickets you want to merge into the current ticket.
- Click Merge.
- If you’re attempting to merge a ticket into another ticket with a different
organization, brand, or requester, review the message in the Merging across
accounts window. Click Continue Merge if you want to continue, or
Go Back if you want to cancel the merge.
- In the Ticket merge window, review the information about the tickets
you’re merging:
- If necessary, edit the merge comments that are added to each ticket. If you remove all text from the comment box, the most recent comment from the merged ticket will appear as the updated ticket comment.
- If you don’t want the requester or any CCs to see the merge comment,
deselect Requester and CCs can see this comment.Tip: Admins can also set the default privacy for all ticket comments to make merge comments deselected by default.
- Click Confirm and Merge.
The tickets are updated with the merge comments. The ticket that was merged into the current ticket is closed.
11 comments
Viachaslau
Hey Erin O'Callaghan
There is no link here 🧐
2
Rob Stack
Viachaslau Skorbezh apologies; the link is fixed now. Thank you for pointing it out!
1
Alison Cook
Just to confirm, this will not propose merging tickets across organizations correct? This would be suggested merging tickets for the same user/org?
0
Noly Maron Unson
Hi Alison.
Yes. It will be based on tickets submitted by the same requester two weeks before and after the current ticket being viewed by the agent was created.
Hope this helps.
0
Olli
For curiousity, could you (Zendesk) outline to which extent this would be "based on AI suggestions"?
Is it only "show all tickets from this requester within a 4 week windw"? Or AI?
Thanks!
Oliver
0
Hege Solheim
Is it just me, or is there still no link here?
1
Matt Russell
Q: We have some roles for agents that do not allow merging of tickets as part of their configured ability to edit ticket properties. Will this feature follow that logic: if an agent can merge a ticket or not will depend on if they can see this suggestion?
3
Tricia Pearson
Hi, We have been using this tool and our agents find it hard to remember to use it. We rely heavy on AHT so our agents work pretty fast and dont always see the feature to highlight the posibility to merge.
When they do see it they find it helpful and easy to use. It would be nice to have an alert pop up when they get on the ticket in play mode that directs them to the knowledge that the user has multiple open tickets.
5
John Tieu
Hi,
Echoing Matt Russell's question, we have turned off merging for anyone but admins. If we turn this feature on, what's the agent experience like if they don't have the ability to merge?
0
Tricia Pearson
A current limitation of the tool is that it only identifies and suggests merging up to three tickets. This presents a challenge when customers have more than three open tickets during an incident. Due to visibility issues, agents must then determine which tool to use to efficiently view all open tickets.
1
Matt Russell
Hello, please mark this as closed.
Thank you,
-Matt Russell
Customer Service Delivery Manager
0