What is the Organization Merge open beta?


8 Commentaires

  • Commentaire officiel
    James Hanley
    Zendesk Product Manager

    Hey Org Merge Community,

    I'm extremely excited to share that we've released an improvement to the beta today that will update closed and archived tickets as part of an org merge. 

    This is only available in Pod 26 (How to learn which pod I'm on) at the moment, but we will be rolling this out to all accounts by the end of next week.

    Should we run into an critical errors we may need to pause this rollout, but I will keep this community updated with the status of the rollout.

    Thanks very much for all your feedback on the beta thus far, and your patience while we developed this.


  • Jimmy Rufo
    Zendesk Luminary

    Hi James Hanley,

    Glad ZD is finally working on this.  Can you confirm that all accounts may not see this till EOD November 9th?  Also, is the section below where I would expect to see that option?


    Lastly, for the below bullet:

    • Closed and Archived tickets will not be updated. This capability will be added in a future release.

    I'm not sure how we'd be able to retroactively go back and merge closed/archived tickets, if we're allowed to do some form of merge to a separate org within this beta.  If that closed/archived tickets move feature is allowed in 6 months and a merge has been completed long ago, what has happened with the older closed/archived tickets that couldn't be merged prior?

  • James Hanley
    Zendesk Product Manager

    Hey Jimmy Rufo, you are correct, the feature is in a staggered rollout and you should see it in your account by EOD November 9th at the latest.

    Regarding updating closed / archived tickets, I can share two things here that may help;

    1. The first is that we're in testing phase for updating closed and archived tickets, so I hope that we will add that feature very soon to the beta.
    2. Secondly, we have a team working on updating closed tickets. Integrating it into organization merge is the first release of the capability, but in the future there should be a UI for it.

    This is all to say, I hope you won't have to wait 6 months for updates to closed and archived tickets, and if did choose to merge an org before then, there will be the ability to update the "orphaned tickets" it in the short-to-mid term future.

    Please let me know if that helps.


  • Jimmy Rufo
    Zendesk Luminary

    Thanks James Hanley .  Good to know, and helpful.

  • Jimmy Rufo
    Zendesk Luminary

    Hi James Hanley , just wanted to check in if the merging of closed/archived tickets has a more firm timeline of addition to the beta yet.  Thanks.

  • Ryan Scott

    Hi Jimmy, we aren't able to provide a firm timeline yet for merging of closed/archived tickets in the beta.

    We are aiming for early next year and will update here once we have a more concrete timeline.

  • Dakotah Poitra


    Checking in on if the merging of closed/archived tickets timeline has any updates. Thank you!


  • Ivan Miquiabas
    Zendesk Customer Care
    Hi Dakotah Poitra
    The team is aiming for early this year 2024 as per our product team, for updates to closed and archived tickets. Please check out the Community topic for the most up-to-date information.

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