The "Merge Ticket" feature built into Zendesk does not do what it says on the tin. Instead it only 'merges' the last public comment of a ticket into a comment on the new ticket.
Any other interactions before that last public comment are ignored, ticket fields are ignored, tags are ignored, and all HTML formatting of the comment is lost when it is merged.
This all seems VERY lacking when competitors have already solved this problem many years ago. (We are coming from Freshdesk and desk.com to Zendesk)
Do you have plans to improve the ticket merge feature? Namely:
1. Merge all comments, not just the latest public comment
2. Keep the HTML formatting and timestamps of the comments when merging
3. In the merge options, show the status of the tickets displayed for merging - this way you can find the 'Open' ticket of a customer easily to merge into.
4. Merge ticket fields as well as comments
Yes of course "there's an app for that" :) There are 3rd party apps which do a much better job of course, but these cost extra per user per month, and for a large team this becomes very costly just for one feature.
Any feedback or plans to improve this will be appreciated!
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