Ticket Merge only merges last comment
The "Merge Ticket" feature built into Zendesk does not do what it says on the tin. Instead it only 'merges' the last public comment of a ticket into a comment on the new ticket.
Any other interactions before that last public comment are ignored, ticket fields are ignored, tags are ignored, and all HTML formatting of the comment is lost when it is merged.
This all seems VERY lacking when competitors have already solved this problem many years ago. (We are coming from Freshdesk and desk.com to Zendesk)
Do you have plans to improve the ticket merge feature? Namely:
1. Merge all comments, not just the latest public comment
2. Keep the HTML formatting and timestamps of the comments when merging
3. In the merge options, show the status of the tickets displayed for merging - this way you can find the 'Open' ticket of a customer easily to merge into.
4. Merge ticket fields as well as comments
Yes of course "there's an app for that" :) There are 3rd party apps which do a much better job of course, but these cost extra per user per month, and for a large team this becomes very costly just for one feature.
Any feedback or plans to improve this will be appreciated!
Also, when I say do not add the comment in the current ticket by unchecking the box at the time of merging, still Zendesk adds the comment in the current ticket.
Matthew Sammut - oh man, I HATE Freshdesk merge! It's so messy as far as showing all the comments, and it's also difficult to find the tickets to merge. However, I agree that the ZD merge could use improvement. I really like how, in side conversations, you can pick which comments you want to include. It would be cool to enable something like for that merging.
Vinodh Salla - unchecking the box prevents the comment from posting *publicly* but it is still an internal note. However, you can edit that field (and remove all of the content if you prefer.)
Nikki Thank you for the response. I will try.
I can follow what you mean Matthew, but I would like the feature that Nikki suggests - being able to add comments like on side conversations.
What I would appreciate would be that internal comments could be added as well as public.
Sometimes it can make sense for us to have an internal comment, like a "next steps" kind of comment, that would be nice to transfer to the ticket we're merging to.
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