Ability to prohibit merging of tickets across organizations

41 コメント

  • Montana

    Upvoted as well - For our use case, we request three features to assist with merging across different requesters/orgs, etc: 

    1. As is echoed in this thread, it should not be possible to merge tickets across brands, or at least there should be a warning. Brand integrity is critical to our business, just as org/requester integrity is critical to privacy. 
    2. If that is too complicated to build, can we at least be able to configure whether you want the requester to see the merge by default. It automatically checks the box to allow the requester to see the merge as a public comment, creating the notification. If this simple feature was configurable to not default to sending an email, then an erroneous merge would at least not alert the customer and the agent wouldn't have to make two clicks in order to merge.
  • Guv


    I would also request that inter-organisation merging is restricted, toggle if needed. This has caused a huge issue for us so would like to have this functionality ASAP.

    Customers are asking for this as a MUST HAVE not a 'nice to have'. It is critical for security purposes.


    Zendesk - please provide your comments to this post.

  • Carlo

    Added a +1

    I would agree this is definitely an issue that the Zendesk development Team needs to resolve as we have just had a problem with merging tickets which could have caused data sharing breach.

    It needs to be addressed with immediate urgency.


    tks, C

  • Wolf Hilbl

    Today it happened again... A Tech confidently clicked on Merge without realizing that it was cross customer.

    And now the cries to turn off the merge feature are becoming louder again. Combined with Zendesk Talk, this ist a great way to increase workload.

    Anything new on this 6 year old feature request for a function that should have been standard from year one?

  • Kenny Fulton

    As others have rightly outlined, this should be considered a security risk, rather than a feature request. There is no way to 'undo' a merge, and so leaves us wide open for our customers (who may be in competition with each other) to access the PII of another, should an agent accidentally merge 2 tickets from different accounts. 

  • Jérémy Verbert

    + 1 here

    Either we should be able to prevent the issue or to correct it, but it's not acceptable to be blocked either way...

  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Jérémy,

    Thank you for providing the following feedback, until now we haven't received any updates from our products development team, unfortunately. That usually means that it's something they'd be open to considering in the future, but it's not within the scope of any of the work they have planned this year.

    Hopefully, a growing number of upvotes and requests from our customers will make a way for our team to consider this following feature.

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist

  • Panteleimon Zaikis

    This is a high priority incident that needs to be addressed immediately. Sharing client data with other organisations because of an accidental merge is a massive breach of privacy and security policies and in violation of GDPR guidelines.

    I can not think of a single good reason why tickets from different organizations should be allowed for merge and should not be possible, and the "Suggested Tickets" in the Merge dialog should not even display ticket ID's for different organisations.

  • Diogo Romero

    Zendesk team please address this issue ASAP. This is a massive flaw in your product and it is a breach of privacy and security policies (GDPR guidelines not being followed at all). 

  • derrickd5

    I cant see how difficult it could be  all we are asking to do is check that the organisation fields = the same company on each ticket before allowing a merge - that should be standard. Until such time we have had to ban it from use

  • David Rose

    This is a major problem and has just created a GDPR breach.
    Just yesterday a colleague of mine managed to merge several requests from different companies.

    This should be dealt with as an urgent security fix, not a minor "feature request"



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