Português do Brasil

Feature Request- bulk merge within single view.

Mel
Hey Zendesk devs! I'm on the support team at my company and as such, our team answers over hundreds of tickets a day- sometimes triple that. As it stands with Zendesk now, the option to "bulk merge" is only available from a large scope of view and you have to write down/remember ticket numbers to accomplish that. The other way it let's you merge is from the single ticket view but you can only merge previous tickets one at a time. My request: add the functionality to bulk merge many/all tickets in a single ticket view. When you're in that view and can click through the users other tickets, you should be able to merge 1,3 or all. Example/Use Case: Bob wrote in yesterday about his crypto wallet Today, Bob submitted 4 additional tickets asking for an update. In this situation, we know we have to merge 4 tickets now, but we have to do it one at a time. Location: single ticket view>right hand side click app to see tickets Reason for this feature: improved efficiency. Fast response times, happier users and team. Let me know if you need more information. I can mock up how this should work. Thank you!

2 Comentários

  • Dave Dyson

    Hi Melanie,

    Thanks for this feedback – in the meantime, there are a couple of apps that might be helpful for you in managing the need to bulk merge tickets:
    - Ticket Merge
    - Lovely Views PLUS

    0
  • Automate My Store
     
    Hi Mel
    we were dealing with exactly the same problems as you.
     
    We now created an app for us to solve this issue once and for all. If you want it too, check it out here: https://www.zendesk.com/marketplace/apps/support/261277/auto-merge-duplicate-tickets/
     
    It checks if the same customer (email) opened multiple tickets (new, open, pending) and notifies you in the sidebar if the current ticket has any duplicates (by showing you the subjects & an extract of the message)
     
    You then just need to click 1 button and bulk merge them all into a single ticket view or unselect a few, if you don't want to merge them all (e.g. because it's a different problem)
     
    The merged tickets will be solved/closed automatically and it automatically adds a private note with a link to the ticket this was merged into, so your tickets stay organized.
     
    It's super simple & efficient, and we tested it with 10,000s of our own tickets.
     
     
    And let us know what you think or if you have any suggestions to improve it
    0

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