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Product Feedback: Merge tickets prompt
Posted Oct 06, 2023
Hello,
Whenever you are merging tickets, a prompt is displayed and you need to tick/untick if you would like the Requester and CCs to see the comment.
When the ticket contains only internal comments the tick box is unticked by default, however for all other tickets containing a public comment this is not case.
We would prefer that these tick boxes are unticked by default or if there is a possibility to add an option where you can choose what the default status could be in order to minimize human error.
As a B2C company, we would not like for our customers to see that there was a comment/update regarding their ticket.
Looking forward to see this as a functionality!
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6 comments
Shawna James
For future reference, I want to point you in the direction of our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate in the future if you could utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the the comments below. Thank you again!
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Amon Wong
Hey Shawna James - This feature has been heavily requested since 2017. I am unclear on the complexities of this task on Zendesk's end, but a developer on my team was able to write a script that runs on the TamperMonkey Google Chrome extension in under an hour to uncheck the textbox by default.
If Zendesk genuinely values community feedback, it should demonstrate that commitment through its actions.
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Shawna James
Hey Amon Wong thank you for taking the time to share this. I totally understand your frustration and confusion here. I want to thank you also for sharing this information in the other thread to help other users resolve this issue. I have flagged this conversation and the longer thread to our PM team to understand the issue on this older thread deeper. Again, thank you for your support and development here!
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Anastasia Kachanova
+1
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Boyan Spasov
+1
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Gaurav Parbat
Hello everyone,
We are looking to overhaul Ticket Merge functionality in 2025. Per our Community Guidelines we do not provide specific timelines around releases for our product and any discussion of planning is always subject to change. To stay on top of product releases/ EAPs please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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