When merging tickets, globally UNSET email notification to requestors

5 Comments

  • Dan Ross
    Comment actions Permalink

    YES. PLEASE.

     

    Aside from the risks of agents doing it wrong and not being able to fix it, this is the primary reason our regular agents do not have access to merge. It is too easy to send emails to customers!

    2
  • Jacob Sharir
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    So important for us! Merging the tickets is entirely internal from our perspective, e.g. if a customer opens (deliberately) 2 identical tickets, we can choose to handle both of them separately or merge them. The customer should not be aware or have any say about it, thus, 99.9% we'll have to manually uncheck these boxes to notify the requester...and as a manager, i need to rely on all of my engineers to not forget about it. If they do, i believe it creates awkwardness. We've seen customers that actually took offence when they found out we merged their tickets.

    1
  • Laura
    Comment actions Permalink

    So much YASSSS!!! 

    1
  • Daniel Pohl
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    We merge hundrets of emails (tickets). Our clients and partners are constantly disturbed by all the automatic merge notifications that are sent out by Zendesk like: "Merged this Ticket (#114913) with new incoming Ticket (#115305) on 4/26/2019 3:02:11 PM". Everyone in CC complains about this information. Not only that it is totally useless, it is also unwanted and irretating. We are an airline and in our buisiness world, "ticket" is a flight ticket. So we receive hundrets of questions from people who received this merge notifications like "why did you merge my flight ticket? and what did you mean by it?" or "what do I have to do now? You wrote I should reply to this email and that you merged my tickets!"

    Can you please, please give us a way to cut that off? This has a high importance to us!

    0
  • Tom P
    Comment actions Permalink

    This is a big one for my business. I'm really surprised to find it doesn't already exist. Please help us ZD!

    0

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