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Merged Tickets

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Jan

Posted Mar 22, 2021

When a Ticket is merged Into one it's not possible to see the merged Ticket until you reload the Ticket that was merged into.

Example:

Ticket 1 is merged into Ticket 2. Text of Ticket 1 only appears in Ticket 2, after Ticket 2 is reloaded.

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2 comments

Date
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    Bruno Azevedo

    Hello,

     

    I have the same issue. The new agent workspace does not update in real time like the old workspace, which would automatically reload and show the new data.

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    Automate My Store

    we were dealing with exactly the same problems as you.
     
    We now created an app for us to solve this issue once and for all. If you want it too, check it out here: https://www.zendesk.com/marketplace/apps/support/261277/auto-merge-duplicate-tickets/
     
    It checks if the same customer (email) opened multiple tickets (new, open, pending) and notifies you in the sidebar if the current ticket has any duplicates (by showing you the subjects & an extract of the message)
     
    You then just need to click 1 button and merge them all or unselect a few, if you don't want to merge them all (e.g. because it's a different problem)
     
    The merged tickets will be solved/closed automatically and it automatically adds a private note with a link to the ticket this was merged into, so you can easily see the ticket again without having to reload it.
     
    It's super simple & efficient, and we tested it with 10,000s of our own tickets.
     
     
    And let us know what you think or if you have any suggestions to improve it

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