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Improve Ticket & Customer Merge Functionality
Posted Feb 27, 2023
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 🥂
6
5 comments
Andy Seaman
I agree with the comments above. I have spent many hours having to manually create tickets off the back of an error'd merge and this process is tiresome. A solution to undo would be a great one to explore too.
I also agree, we would only be able to see tickets from the same requester, not outside. Or at least a prompt to say you are about to merge 2 requester tickets together.
2
Attractive.Media
Thanks, Andy. It does seem like many people have been wishing for these features for quite a long time. Now, I'm new here...but I always held the name Zendesk in high regard. Their software is indeed quite nice and expandable, but it's these seemingly "hard pass" issues like...
...that unfortunately overshadow for me many of the great features it boasts like Macros, Triggers, and Automations. Who knows. Maybe 2023 is the year they truly put these issues out to pasture.
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Alex Chan
Adding the rich text editor to merge comments would also be helpful.
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Alex Chan
It's easy for customers to mistake the updated ticket comment as a new agent comment. Including the date of the comment from the ticket that was merged-closed would make it clearer.
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Shawna James
Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.
I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and we have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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