Martin Meraner

Au Finh Saechao probably a screenshot helps explaining the issue

I have a list of tickets
I see the top 2 one's are the same
I select them
I choose Merge in the menu
I get presented this dialogue
I click Merge
All I get is the useless dialogue that I should add a ticket number to merge

I already selected 2 tickets to merge, I don't want a third to merge. Neither do I want to unselect one in order to select the second one here.

In conclusion, I don't need an "app", I can live with this frustration, and I should not waste more time on giving feedback.

Scott It actually doesn't address it, it just underlines the same procedure as with the button (where I then have to do additional steps).

So again, I am in the list of tickets, I see 2 tickets (probably sent twice), I select both with the checkbox and I expect the merge button allow me to merge the two with no additional action.

Right now I need to de-select one ticket (as my first reaction is always to select both), click merge, find the one to merge to and then merge -> cumbersome.

Think of e.g. Microsoft Excel had this behavior: you want to merge two cells. So you select two cells, click Merge cells and Excel will ask you to provide a third cell to merge. And even better, not allow you to just merge the two.
So you will have to select one cell, click Merge, and then select the second cell to merge into.

If Zendesk wants to improve my workflow (and possibly others), the merge button should allow to select 2 tickets and merge them with no additional ticket to be added or de-selected. 

It would be great that you can merge 2 or more tickets by selecting them in the overview and then just hit the merge button. For me there is no reason why in that case I need to de-select one ticket and then select it again in the merge dialogue. By selecting 2 tickets you are not allowed to merge them unless you specify a 3rd one.

Hi,

this turns out for us to be a real issue. People make lots of mistakes, they create a helpdesk case via email, then get a reply and use that reply over and over again to contact the support team. Worse of all, when doing so, their Outlook will cache the direct reply address with the ticket number associated. So even when making the effort to create a new ticket via email, they use the wrong address to write to (as it still reads as our helpdesk portal in the description text for the email address). Also, also, tags are propagated, hence filled out forms that had tags, will get tags over and over again, creating false positives in tag-related searches/statistics.

I know it is asking a lot, but any measure to avoid this would be appreciated.

Best

Martin

Same here. I first thought it might be one of our group policies, but then I tried on a new blank Windows install (with all updates) and had the same issue.

For some of our users this even happens when just opening the ticket (viewing).