Question about automatically merging tickets

13 コメント

  • Sally White
    コメントアクション Permalink

    We need this function too. Although we can arrange the requester in  alphabetical order, and it is easily to find the repeat tickets. However, we have to search all the time. When the tickets are hundreds or thousands, this makes a big problem.

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  • Nicole - Community Manager
    コメントアクション Permalink

    Hi Phil and Sally - 

    This is not something that Zendesk has created. Because you cannot un-merge a ticket,  in the vast majority of cases, an auto merge would create many more problems than it would solve. You would have to be certain that you wanted every ticket from the same sender in a given window permanently merged, and this is not a frequent use-case. 

    That being said, the User Data App helps save clicks in identifying duplicate tickets. You can read about that and other tips about merging tickets here: 

    Merging Tickets! The 2-for-1 approach to Customer Service

    -1
  • Cedric Jacob
    コメントアクション Permalink

    My new Quick Merge app might come handy for you.

    It allows agents to review and merge tickets right within the ticket view:

    https://www.zendesk.com/apps/support/quick-merge/ 

     Let me know if you have any questions. I wrote a small blog-post about the app here:

    https://www.cedricfjacob.com/viewpost.php?post=merging-zendesk-tickets-the-fastest-method-using-the-new-quick-merge-app-free-trial 

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  • Graham
    コメントアクション Permalink

    Right now we're experiencing an issue with Gmail where emails sent by some iOS users are being duplicated 10-40 times, resulting in as many duplicate tickets.

    If Zendesk could auto-merge tickets based on certain criteria; same requester, same subject, same content, same timestamp (1-2 minutes) that would be very helpful!

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  • Brett - Community Manager
    コメントアクション Permalink

    Thanks for taking the time to share this with us Graham.

    I also did some testing on my end to see if I have duplicate tickets being created from my iOS device. I wasn't able to replicate this issue on my end oddly enough. Does this issue occur when they email into a single support address or does this occur when they email to any support address?

    I'm also curious to know if you have an external support address set up that forwards to your Zendesk support address. If you do, are their multiple copies of this email on your email providers side?

    Let me know!

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  • Graham
    コメントアクション Permalink

    Hi Brett,

    I also haven't been able to replicate it but we get numerous incidences per day. We have seen occurrences for two different support email addresses we have.

    Yes, they are external addresses that forward to Zendesk, and there are multiple copies on our email provider's side (Gmail).

    Thanks for looking into this,

    Graham

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  • Brett - Community Manager
    コメントアクション Permalink

    Hey Graham,

    Thanks for the additional information!

    If there are multiple copies on the email providers side then that's most likely where the issue is and not with your Support account. You may want to contact your email provider to see why these duplicate emails are being generated.

    The only reason you have multiple tickets created is that these copies exist on your email providers side which you're then forwarding to your Support account.

    I hope this points you in the right direction!

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  • Graham
    コメントアクション Permalink

    Hi Brett,

    Yes, the issue is with iOS and Gmail but Zendesk could help by supporting auto-merging.

    It seems that there a various use cases for it so hopefully it can be prioritized soon.

    Thanks,

    Graham

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  • Jordan Cousins
    コメントアクション Permalink

    Hi all,

    I've been able to achieve something which seems to be a bit more helpful for me now, though I am still early days of testing.

    I've set up 4 triggers (screenshots below) and two user fields which interact with each other when a ticket is created by a user, then if a second ticket is created - will then update a user field and apply a tag. This shows the 2nd ticket in a view (not the original ticket), but makes a view of tickets that belong to a request that has another ticket in the system.

    When the tickets are merged, or solved, the tags are removed, and the tickets would then drop out of the view.

    You'll still need to merge manually, but you don't need to wade through a bunch of unrelated tickets or group by requester etc, and should hopefully save you time.

     

    View to find >1 ticket request

    All Triggers

    Obviously, you can name them however you wish.

    For trigger 1 + 3; you may need to set conditions to exclude certain requesters from being updated. Ie: if you receive automated emails that should remain separate, or you have a lot of requests coming from an organisation that do need to still remain separated, this wouldn't be suitable.

     

    Trigger one

    Trigger two

    Trigger three

    Trigger four

    User fields - 

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  • Oliver Tietze
    コメントアクション Permalink

    Jordan, I don't get what your system is supposed to do, because how would you identify "this ticket belongs to a user who has another ticket"? Ticket-to-ticket interaction is, as far as I know, not possible in triggers?

    So is anything marked automatically (not by an agent in the view) that helps collecting related tickets in a view?

     

    We're doing this by simply grouping by requester, so we get a view where usually 1-requester-1-ticket is shown, and sometimes it's 1-requester-2-tickets and we know we may want to merge them. That's still a lotta work to do.

     

    @Zendesk: not creating auto-merge because it could go wrong and not be undone is the wrong approach.

    Firstly: EVERY feature could go wrong. It's the duty of the administrator to set up smart working triggers.

    Secondly: PLEASE allow to undo a merge. 

     

    It's really annoying to see no solution to this problem. We just reached Ticket #1000000 and we spend LOTS of time in manually analyzing, sorting, merging, handling tickets because Zendesk is quite unsupportive with this :(

     

    Regards

    Oliver

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  • Jordan Cousins
    コメントアクション Permalink

    Hi Oliver, you're correct in that ticket to ticket is not possible (from what I can tell). What I've written up is ticket to user field, user field to ticket, as a work around. It doesn't tell you that the user has a second ticket open, instead it just tells you that there is a ticket that has a specific tag on it; this tag is driven from the user fields.

    When the initial ticket comes in, it checks a 'single ticket' box as a user field. The second ticket received check a different user field 'multiple tickets' by way of the triggers I've configured. This is how I'm identifying that this user has the 'multiple tickets' checkbox ticked as the second ticket comes in. When that is checked, the new (second ticket) has a tag applied to it that pushes it into a view.
    The team still has to merge tickets manually, but instead of viewing every active ticket, you'd be presented with a list of tickets (the additional ticket/s) that has had this tag applied to it via triggers. The original ticket won't be shown in the view - but by using PLAY you can just as quickly move between tickets to merge them manually.
    This hasn't automated anything, you're correct again. But, it has eliminated the need to scroll through all tickets and reduced that list to only tickets that belong to a requester that has more than one open at a time.

    > So is anything marked automatically (not by an agent in the view) that helps collecting related tickets in a view?
    Yes and no. The triggers identify the 2nd ticket automatically, but you'll still need to merge them manually.

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  • Caz
    コメントアクション Permalink

    I want to echo Oliver's position: my team spends significant time per week managing duplicate tickets. It's a huge problem. We used to use a custom contact form that allowed us to control duplicate ticket creation: this worked great to control the amount of new tickets being created and we NEVER had a problem with new comments being added to old tickets instead of creating a new ticket.

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  • Devan - Community Manager
    コメントアクション Permalink

    On Wednesday, February 5, from 10:00am-12:00pm CST, we'll have a special guest team of experts on hand to answer your questions about Support: Triggers and Email Workflows in your Zendesk Support instance for an AMA-style conversation!

    Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include: 

    • What it is you're trying to do
    • What you've tried so far 
    • Any other context or relevant information
    • Screenshots, if you have them

    Questions posted to this topic in advance of the start time will be answered first thing on the 5th, so if you've got something you want our experts to look at, post it today!

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