Improvement for ticket merge / Privates comments


  • Alex Kolodzey

    I agree.

    It would be nice to see all of the comments inserted into the final ticket in their appropriate timestamped positions. If necessary for this type of change, they can even be completely removed from the old closed ticket since it is being Closed permanently and a note is added to redirect to the updated ticket.

    Public comments should remain public, and private comments should remain private. The "request has been merged" comment on the remaining ticket can avoid the use of "Last comment in request :" text because it will all be combined anyways.

    The only thing that may be necessary is some kind of flag/colour/pattern to denote which comments came from a merged ticket vs which comments are part of the current/original ticket. I am not sure if that differentiation is truly necessary; maybe this metadata can just be visible in the Events view instead?

  • Ann McKinney

    I submitted an identical request for this today! Please add me to this request for very much needed feature.

  • Marjana Cowan

    Yes! It is a huge efficiency loss when agents have to view multiple tickets to get the full context of the issue/question. Having all comments - public and private in one place would be amazing!

  • Orlando Candelaria

    Please add me to this ticket. 

  • LVB

    Please add me to this ticket as well.

  • Ann McKinney

    Is there an update on this much needed request that's been pending for over two years now? Thanks!

  • Hostmost Engineering (S) Pte Ltd

    Agent is human and human make mistake, could Zendesk consider to add an Unmerge function when the agent did the merge by accident. 

  • Yvonne Uder

    I just can't believe this is not possible yet. Massive efficiency loss that in a merged ticket, we have to click back to other tickets for more info - why merge then in the first place??? I totally understand this may have not been on your radar when you first built the merge feature, but multiple customers here voting on it (loads probably with the same issue but starting to feel like the votes do not matter, if noone on Zendesk side leaves any comments on these threads for two years) - C'ommon Zendesk, I know you can do better than this!

  • Attractive.Media

    It's very cumbersome to merge tickets & customers the way it's currently handled in Zendesk.

    Like other support systems, I should be able to select all of the tickets I want to merge, and simply click "Merge." I then would be prompted as to which ticket in my selection should be the final merged ticket, and then it should complete.

    The fact that I have to manually type a ticket ID (or select from whatever Zendesk thinks is relevant) is extremely error-prone, clunky, and lacks an Undo Button.

    I'm aware I can select multiple tickets and then click "Merge," but I cannot click the final ticket and the merging tickets at once and merge them all in one/two clicks. I have to leave the destination ticket unclicked and then I must manually enter the ID of that ticket in the merge popup. No autocomplete lookups. Unrelated suggestions. Dull UI. It's not great.

    I use WHMCS for customer support internally and it is substantially easier and cleaner at merging & redirecting tickets at $40/month which includes its server, a billing portal, and full server management/deployment. For the price we pay for Zendesk, this is simply a bug...not a feature request.

    This ticket merge system is unhelpful. It legit gives me a quick and easy way to accidentally merge two completely different clients together (with NO undo), while giving me a cumbersome and error-prone way of TYPING in the ID of the destination ticket.

    In my attached image, you'll see that Linda is the customer who has the 3 tickets I'm looking to merge together. Zachary and Richard are completely different customers, entirely unrelated to Linda. So, instead of offering me Linda's ONLY OTHER TICKET, Zendesk offers me two totally different, unrelated people as ticket merge points.

    What makes things more complicated is this comment form wouldn't let me upload a good image I specifically photoshopped to make displaying this situation easier. My image was a JPG/PNG/GIF at ~150k max, well below the 2M limit. At least I can upload to my own site and link here. Anyway, here's hoping this usability and data integrity concern can be resolved promptly.

    Zendesk is an awesome customer service solution overall, but it lacks in some key areas like this one. I was asked to create this ticket by Zendesk support else I might not have taken the time. Thanks for yours.

    Cheers 🥂

    Crossposted from to merge these two topics together, haha.

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