Merging Ticket Option Doesn't Appear When Status is "Solved"
Hello Zendesk Support,
Is there a current bug with the Events panel right now? My team is noticing that with some tickets, the "merge into another ticket" option isn't available anymore if the ticket status is "solved." It only appears if the status is New, Open, or Pending.
Regards,
Jamal
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As a follow-up, our agents report that the option to merge tickets only appears intermittently, regardless of the current ticket status. And sometimes, it's only available when a macro is used.
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We are having the same issue. In addition, some of our agents are no longer able to see the subject field of a ticket at all, unless it's a ticket that they created.
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Ditto what Kristina said! Our team is seeing the same thing where the Subject Tab/Events Panel isn't showing at all.
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HI Team, per checking with Zendesk yesterday it looks like there is an issue with missing/hidden Subject Line which is causing as well for the disappearance of the 3 dot icon where to merge tickets.
Per Zendesk they have already implemented fix on this one. Kindly clear cookies, cache, and if possible sign out and sign back in again to Zendesk for the fix to take effect.
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