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Recording organization when merging tickets in Support
2022년 1월 13일에 게시됨
I am reporting on the number of tickets per organization per month. The report (mostly) works.
I have a high number of "unassigned" tickets that turn out to be duplicate tickets, closed by merge. I care about the duplicates because they may indicate an underlying problem at the client site and they represent work done by the agents.
Is there a way to assign the organization to the closed ticket without significantly increasing the agents' workload? "Close by Merge" is pretty efficient but does not allow one to assign the organization.
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Dave Dyson
It's not possible to modify tickets once they're in Closed status. Adding a tag to the duplicate tickets (perhaps by creating a macro, so agents don't have to remember the tag's spelling) would provide a way to measure those tickets going forward, though.
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Chris Spindler
Thank you.
Would a macro work to reduce the agents' effort in populating the required fields _before_ closing the ticket by merge? Would the organization data survive the merge?
Please forgive the obvious question - I am _very_ new to Zendesk.
Chris
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