It's very cumbersome to merge tickets & customers the way it's currently handled in Zendesk.
Like other support systems, I should be able to select all of the tickets I want to merge, and simply click "Merge." I then would be prompted as to which ticket in my selection should be the final merged ticket, and then it should complete.
The fact that I have to manually type a ticket ID (or select from whatever Zendesk thinks is relevant) is extremely error-prone, clunky, and lacks an Undo Button.
I'm aware I can select multiple tickets and then click "Merge," but I cannot click the final ticket and the merging tickets at once and merge them all in one/two clicks. I have to leave the destination ticket unclicked and then I must manually enter the ID of that ticket in the merge popup. No autocomplete lookups. Unrelated suggestions. Dull UI. It's not great.
I use WHMCS for customer support internally and it is substantially easier and cleaner at merging & redirecting tickets at $40/month which includes its server, a billing portal, and full server management/deployment. For the price we pay for Zendesk, this is simply a bug...not a feature request.
This ticket merge system is unhelpful. It legit gives me a quick and easy way to accidentally merge two completely different clients together (with NO undo), while giving me a cumbersome and error-prone way of TYPING in the ID of the destination ticket.
In my attached image, you'll see that Linda is the customer who has the 3 tickets I'm looking to merge together. Zachary and Richard are completely different customers, entirely unrelated to Linda. So, instead of offering me Linda's ONLY OTHER TICKET, Zendesk offers me two totally different, unrelated people as ticket merge points.
What makes things more complicated is this comment form wouldn't let me upload a good image I specifically photoshopped to make displaying this situation easier. My image was a JPG/PNG/GIF at ~150k max, well below the 2M limit. At least I can upload to my own site and link here. Anyway, here's hoping this usability and data integrity concern can be resolved promptly.
Zendesk is an awesome customer service solution overall, but it lacks in some key areas like this one. I was asked to create this ticket by Zendesk support else I might not have taken the time. Thanks for yours.
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