Data Carried Over in Zendesk Ticket Merges
What data is carried over when a ticket is merged in Zendesk?
When you merge a ticket into another in Zendesk, only the Attachments and Users from the closed ticket are carried over to the existing ticket. This means that while the closed ticket's data is frozen, the existing ticket will have a note documenting the merge.
It's important to note that no tag is added to the existing ticket, so you cannot report on which tickets had others merged into them. Theclosed_by_mergedtag is only applied to the closed ticket, allowing you to report on it separately.
More related questions
How can I report on tickets closed by merging in Zendesk?
You can report on tickets that were closed by merging them into another ticket using theclosed_by_mergedtag. This tag is automatically added to the closed ticket, allowing you to track and report on these specific tickets. When a ticket is…
Can I report on existing tickets that have merged tickets in Zendesk?
Unfortunately, you cannot report on existing tickets to see which tickets were merged into them in Zendesk. Theclosed_by_mergedtag is only added to the closed ticket, not the existing one. This means that while you can report on the closed…
How does Zendesk count merged tickets in reports?
In Zendesk, each ticket is counted as a separate entity based on its unique ticket ID, even if it has been merged into another ticket. This means that merged tickets are still counted as individual tickets in reports. So, if you're looking at…
Is there a way to link merged tickets in Zendesk Explore reports?
Currently, there is no direct way to link merged and merged-into tickets in Zendesk Explore reports. Theclosed_by_mergedtag is only applied to the closed ticket, and no tag is added to the existing ticket. If you want to see a connection…
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