Ticket Merging Experience in Agent Workspace
The merging experience is awful in the Agent Workspace, as our agents need to go back and forth to get the users email and then use it in the apps section to merge it. Moreover, the last comment being merged is also not convenient for us.
Please take a look at the UX of this feature once again.
Hello Garegin Asatryan,
You can use the new toolbar at the bottom when you are in a view and have one or more Tickets marked, to merge Tickets easily into one another: https://support.zendesk.com/hc/en-us/articles/4596926956442-Announcing-interface-improvements-to-managing-tickets-in-bulk
All you need is the Ticket ID of the target Ticket
We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on Thursday, April 25th at 9 AM PDT for our PM Roundtable. It’ll be an open discussion on what is and isn’t working with the recent UI changes regarding Agent Workspace. So please bring those questions, concerns, or feedback!
The product team would also like feedback on enhancements they plan on making in Agent Workspace, so we can design the experience tailored to your CX needs.
The link to register can be found here, we’d love to see you all there.
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