Choosing ticket to merge another ticket with

2 Comments

  • Gail Leinweber
    Zendesk Customer Care

    Hi Jack,

    Yes, it's expected that if the ticket has been solved it won't show up on the auto-suggestions for possible merges. Since this is a common issue for you might be best off getting better visibility about the other tickets before the first ticket is solved. You can use an app like Ticket History to pull recent ticket activity and see if there open tickets that look related when working on a ticket, to hopefully get the merge taken care of sooner rather than later. 

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  • Alex

    +1 on this one. I expect the behaviour should be: if the same user (same email address) has another existing ticket, Zendesk should detect it and suggest it in the list without having to enter the ticket ID.

    Not having this option just adds a bunch of clicks to the flow and is not intuitive. Please consider changing it

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