Automatic Merge Ticket Notifications
We are looking for a way to send off a merge ticket email notification to a customer automatically instead of relying on the Merge Ticket comment window since that has room for a lot of user error. Is there a way to send a merged ticket notification similar to the manual one in the window based off a tag on the ticket to say X way merged into Y without the merge ticket popup?
Feature Request Summary:
Zendesk Support should have a way to automatically send mere ticket email notifications instead of relying on the Merge Ticket comment window.
We have customers who have been upset because an agent did not make a public comment when their ticket was merged with another one so they had no indication the ticket was merged. We want to eliminate the user error with the Merge Ticket comment window and have the ability to automatically send a merged ticket notification that is similar to the manual default one, but passed off a tag on the ticket, to say that X was merged into Y outside of the merge ticket popup.
Business impact of limitation or missing feature:
The ability to automate this process would save time for our agents as well as eliminate the human error of forgetting to send the right public comment since you can't fix it once the tickets are merged. It would also give peace of mind to our customers since we will have a way to insure they always have a notification when tickets are merged.
Agree I hate having to find the ticket ID's to merge them, I can't understand why I cant just checkbox two tickets from the view and whichever one is selected first is merged into the other ticket or vice versa.
Unique to Sara's situation above I don't want the requester to receive any email that their ticket was merged unless I tell the system to notify them.
From a web agency perspective sometimes I merge error messages sent from websites with client communication so all the data for the problem is on the one ticket, but I don't need to email the client that I've merged this data 99% of the time.
The biggest frustration is having to manually find the ticket ID which does not always show in the suggested list if it's from a different domain or email etc.
I know there is paid merge addon, but Zendesk is already pretty expensive I think this should be a core feature of the support plan.
The field for ticket id in the merge pop-up window can hardly be seen. Does this have to do with default fonts and colors? Can I adjust it to make it clearer?
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