15 Comentários

  • Julie Horton

    Yes please; this feature is important to us. Mistakes happen!

    4
  • Blake Wilson

    Created a support account just to upvote. 

     

    the fact that you cant unmerge is ridiculous.

    and the 'help' from the community managers on that thread is laughable. 

     

    mistakes happen, and it can cause massive security issues if you cannt verify that only the correct people have access to the ticket. tickets can hold a lot of information that shouldnt be shared like passwords or address's/. 

    5
  • anon anon

    Hi Zendesk,

    At the very least, can you change the UI for merging tickets to reduce errors?  For example, currently when you Merge a ticket compared to when you Link a ticket, requires almost the exact same steps but in the reverse order ie: you Merge the ticket by copying the master ticket number and applying it to the slave ticket VS copying the slave ticket and applying it to the Master ticket. 

    Make a step by step process with a preview and confirmation to reduce merging errors. Change the language to make the process flawless. Give us options to skip or automate those steps for those you don't care about merging errors. 

    7
  • Diana

    Dear Zendesk team!

    Roos Jager created this feature request around 4 months ago, and still nothing... Moreover, I can see this feature was mentioned around 2 years ago here, wow it's been a while... and it is surprising to realize after reading all that thread that you still haven't implemented it though there are a lot of requests. 

    Should we create a petition and gather 20000 signatures under this feature request to receive a proper reply? Please update us when exactly are you are planning to start implementing this? It is an important undo feature, and I am really shocked you haven't implemented it yet... 

    I hope to see any action here soon. 

    3
  • Angelique Hart

    I have to chime in on this.  I understand if modifying the code to "unmerge" is too daunting but to have this issue out there for years now with no proposed compromise solution is kind of ridiculous.  My co-worker and I had this issue just today which led us to this post.  ZenDesk please pay attention to our requests here - this is a valid issue that needs a proper fix even if it can't be as simple as just unmerging.  

    5
  • Aj Lesage

    A feature request from months ago, related to a complaint thread from years ago, still unaddressed.  Very disappointing.  This is a simple fix that should have been taken care of a while ago.  I find it pretty ridiculous that a support platform of your size has no recourse to fix such a simple error as merging two tickets accidentally.  

     

    Please at least respond to this request.

    4
  • Julie Horton

    Three years after the thread began on this topic is quite a long time for a popular request. Is there a valid reason against?

    3
  • Itamar Moshayov

    How many people do you require to pay attention to this feature request? I even spent the time to create this. Product Team Product Team Product Team

    4
  • Julie Horton

    LOLOL! The BEST! Bahaha

    0
  • Alyssa

    This feature is more than overdue 

    2
  • Melissa Lindsey

    We also recently had an issue where a ticket was incorrectly merged. The end users kept replying to the original email so all of the information they sent was visible by the merged ticket's end user. This is a huge security issue. I second a previous comment that asks for a confirmation prompt at the very least, if un-merging isn't feasible.

    Thanks.

    5
  • Itamar Moshayov

    Hi Melissa Lindsey, you are correct but apparently so many people asking the same thing is not a priority in Zendesk, even after submitting the product request for it.

    I think I switched 2 jobs from since it started.. Very unfortunate

    1
  • Melissa Rush

    When will the ability to unmerge be available? This is a big issue in some cases and this tool requires a ton of manual input, the merging of 2 names can cause customer confidentiality issues. This should be a priority fix. I see comments from years ago and still not solution zendesk? 

    2
  • Eckhard Doll

    The silence is deafening indeed! The GDPR is important to any company and accidentally merging tickets can cause all kinds of issues and legal implications.

    1
  • Brettany Rhodes

    Please add the ability to unmerge tickets.

    2

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