I would like a feature to block duplicate tickets from the same user
Very often, customers create 2+ tickets for the same request in a very short time and Zendesk has no way to prevent this from happening. This contributes to increase our queues and it's not a great experience for customers either.
I would like the option to block all new requests from a customer if they have created 1+ ticket in the past ~2 hours or so, letting them know that they have an open request that will be looked at shortly. This is an out-of-the-box feature for lots of CS platforms, so please consider implementing it.
Thank you for the great product feedback, and at this time we don't have plans to introduce the option to block users from submitting duplicate tickets. Feel free to continue to follow this thread for updates, and check out the announcement page for new releases!
While you can't block new requests submitted from a customer within a window of time, you can automatically merge them with our Auto Merge App. You can think of it as a soft "dupe blocker." The customer can submit new requests naturally, and they're automatically merged into an existing request.
Adding this natively into ZD would be great. We get a lot of duplicates. Please consider this! Kolten Kittleson
As an option, you can automatically merge duplicate tickets by using one of the apps in the Zendesk app store, like Merge Duplicate Tickets for example.
It's super easy to set up and affordable.
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