The ability to merge community posts

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59 Comentarios

  • Lyla T.

    This would incredibly helpful when your community is very active. When posts are duplicated it can get kinda messy :(

  • Katy W.

    Yes, please add this feature! This becomes especially important when attempting to track the number of votes each feature request has accumulated on our Community. Thank you :)

  • Rasmus Gregers Sørensen

    You should really consider developing this.

  • Joe Kindness

    This idea was requested 6 years ago. It is still being requested today. You at least need to let us know if you are even considering adding it. It's such a simple feature.

  • Scott

    +1 This is a basic forum feature. We're starting to consider integrating other options like Vanilla Forums using the Zendesk API, although we'd rather not have to introduce another software platform into the mix. 

  • Michael Dodd

    Agreed, this gets my vote too. Zendesk reps, could we get an update on this?

  • Deepa Daniels

    Hi everybody,

    I can't give you an ETA but we are actively working to enhance functionality in Zendesk Community. We hear you and are aware that this functionality is a need. 

    I hope to be the bearer of good news in the not too distant future. 




  • Deepa Daniels

    Hi there,

    We are doing research to better understand the issues you face moderating and managing your Community, and how that impacts your workflow, community strategy and growth.

    If you would like to give your feedback directly to the Product team and help us understand your use-case and needs, please fill out the form and we will be in touch.
    Thank you!

  • Jade Steffensen


    Are there any updates on this suggestion? The ability for votes to be "transferred" to the duplicated post would be particularly useful for us, as this is important for evaluating our clients' suggestions.


  • James Pitcher

    Wow a long running request this one with a lot of votes...   added mine too

  • BNI Connect Support

    Thumbs up for this as well!


  • cwillis

    Here's another up-vote

  • Rob Latino

    Yes please.

  • Rochelle Yoshida

    We have thousands of feature requests, many of them duplicates. It's so tough to actually know what our customers want from our software when one request is spread out amongst 10 different posts. Please add the ability to merge topics and tally the votes. It would give our product team better insight and allow more sanity for our documentation team.

  • Oscar Junker

    Hey everybody,

    this is currently a feature we are looking into implementing. Current implementation would be closing one thread and referring it to the new one, totaling the votes. This would not merge the comments on one page but would refer all users to a single source of truth post. 

    If you have any feedback on this, please let me know.

    - Oscar, Product Manager for Community. 

  • Tara Astbury

    This feature is desperately needed for our group. I'm having a hard time justifying to our mgmt team why we keep the zendesk products without this basic functionality that it is severely lacking. do you have a planned ETA that we can look forward to this, since it was earlier commented that it was going to be released in 2012!

    ideally we would prefer comment be moved over as well but i can see the logic behind people wanting to maintain those threads independently. 

    Our key points that would be most important to us:

    - mark the thread as duplicate & link to the original thread (not in the comments but at the top where it's visible)

    - carry over all of the votes (not counting duplicate votes from people that voted on both)

    - once a thread is marked as duplicate, people can no longer comment or vote on the thread.

    *on that note we would REALLY REALLY also like to be able to see who voted for each thread*

  • Jack Flood

    Any updated on this?

  • Toni Ruch


    I would also be interested in a status update since this is very basic functionality that is requested now for nearly 10 years. 



  • Nicole Saunders
    Zendesk Community Manager

    Hi Toni - 

    The product manager has received a lot of feedback from users requesting this feature, and the team continues to be interested in implementing something to solve for the problem of redundant posts in a community.

    There are a couple of reasons this thread has been around so long; development on the Zendesk Communities platform was suspended for several years, so we stopped taking feedback on the tool in as no work was being done on it. When we resumed development on it about a year ago, the team reviewed all of the feedback we had received and began prioritizing things. 

    While merging posts ranked high on the list, it wasn't the highest priority for a majority of customers. 

    The team did some discovery and exploration work on merging posts a few months ago, and discovered that it's a more challenging functionality to develop. There are several complicated questions about how it would work, and the answers. vary depending on the use case. 

    These questions are things such as how would you merge the comments from two posts? Would they just go in chronological order form the two different conversations? or one set after the other? How would you maintain continuity? 

    So, they're continuing to research it and try to determine the best way to solve for the problem that will be applicable to the broadest number of use cases. But because of these complexities, all we can say is that exploration continues but we do not have a guarantee at this time this functionality can be implemented or any kind of an ETA for it. 

    In the meantime, they're working on some other features that can be rolled out more quickly, as well as doing some work on the backend infrastructure that will enable more flexible functionality in the future. 

  • Nick Gurney

    Hi @... and @...,

    Thanks for your feedback and updates you've recently posted. Our organization would like this functionality specifically for feature requests. 

    Oscar's suggestion that we only move over votes is really good, as long as we also move over the follows. I am not as concerned about comments, but it would of course be nice. To be honest, the vast majority of merged requests have no comments because they were just added. 

    That being said, since there is no way to archive posts, I'd also like a way to delete the merged post automatically if possible. 

    Hope my use cases help! 

  • Nicole Saunders
    Zendesk Community Manager

    Hi Nick - 

    Thanks for the feedback! 

    Here's how we "archive" posts at Zendesk: 

    1) Create a topic called "Community archive" or something to that effect

    2) Set the visibility of that topic to managers (in our case we actually created a segment of agents it's visible to) 

    3) When you want to archive a post, move it to that topic

    This effectively removes it from end-user view without completely deleting it. We also put [ARCHIVED] in the beginning of the title, so that when agents in that segment do a search and those posts pop up, they know it isn't an active one. 

    Hope that helps! 

  • Maggie Ungerboeck

    Hi All,

    Wanted to add our use case to this thread as this would be a huge benefit in organizing our forums.

    I realize merging/combining posts is difficult because of the comment threads and history. When I was doing my most recent organizing, I was thinking to myself - I wish I could just group these posts together under something like a heading. The history is preserved, the votes are preserved, the conversation thread is preserved but the posts are brought together into a single place. I'm not sure how realistic this is technically....this is just one user's dream:)


  • Gabriel

    The problem with archiving a post is that you are effectively removing it from the public eye and the member that posted that question cannot longer find it and will never get the answer. I see it can work as workaround to keep your community tidy, but your members may not be happy about it, specially the one that posted the duplicate question. 

  • Rosie Riddle

    I'm still unable to find this feature. Am I missing it or has it still not been added?

  • Nicole Saunders
    Zendesk Community Manager

    Hi Beth,

    This feature has not been added. It is on the product team's radar, but they have not committed to delivering it yet.

  • Tetiana Gron
    Zendesk Product Manager

    Hi everyone,

    I have an update on this long hanging feature. We are planning to pick up work during the next 9 months. 

    We'll be sure to share an update once we have more information to share.

    Thanks for taking the time to share your feedback with us!

  • Lucy

    Terrific to read that work is going to be started on developing this feature. 

    In the meantime I'm using the suggested workaround for archiving duplicate or irrelevant posts by moving them into an admin-only topic that can't be seen by community members. As admins, we see the total number of posts and comments users have across all topics (including the hidden 'archived' one) and award badges accordingly. A user has now pointed out that he sees a discrepancy between the number of comments he's made vs. the badge he's been awarded for number of comments. 
    Is there a way that we can enable the total number of comments/posts displayed on a user's profile to include the archived ones? We consider these to still be relevant towards someone's total. Thanks so much for any advice.

  • Cristofer Cruz

    Hi Tetiana Gron, any update on the progress for this feature? Remain hopeful, since the feature was confirmed as planned a little over a year ago.

  • Tetiana Gron
    Zendesk Product Manager

    Hi Cristofer Cruz,

    Unfortunately, we decided not to prioritize merging posts and focus on other features. 

    If you need to merge two posts, you can cross reference posts and close one of them for comments. 


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