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Merging Suggestions EAP - Now Live!
Posted Mar 13, 2024
Update: Merging suggestions is now generally available. See Merging related tickets based on suggestions (https://support.zendesk.com/hc/en-us/articles/6885971957914).
Hey Community! We are excited to announce an early access program (EAP) for the Merging suggestions feature.
What does this EAP include?
The merging suggestions feature shows tickets that might be potentially merged to the ticket agent is currently working on. These suggestions appear in the Intelligence section of the context panel within a ticket.
We believe these feature will help agents reduce the amount of tickets that should be but weren't merged with the ticket they're currently working on, and in effect reduce the amount of total tickets agents have to handle.
For more information about the features in this EAP, see Merging related tickets based on AI suggestions (EAP).
We appreciate your feedback here to help us improve our AI offerings and shape the future of this product. Thank you!
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6 comments
Lance Conzett
We just got added to the EAP and noticed one immediate issue: when merging suggested tickets, we seem to always get the “merging across accounts” warning, even when the tickets all belong to the same requester.
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Shawna James
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María de la Plaza
Just tried it and seems to work nicely. This was a much needed feature, thank you.
Is it supposed to also work with Problem tickets? That can be a bit confusing for agents.
I also have a suggestion about merging, though.
I'm pretty sure I'm not the only one who always needs to uncheck the boxes “Requester can see this comment” when merging tickets. I know it's been like this for years, but I think this should be reconsidered.
Thank you!
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Shawna James
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María de la Plaza
My apologies, I must've missed that Shawna James
Thank you!
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Bruno Gabriel
I subscribed in the form, is still going this beta?
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