How to Merge Tickets in Zendesk
How do I merge tickets in Zendesk?
Merging tickets in Zendesk is a straightforward process. To merge one ticket into another, open the ticket you want to merge, click the Ticket options menu in the upper right, and select 'Merge into another ticket'. You can then enter a ticket number, select one of the ticket requester's open tickets, or choose from your recently viewed tickets. After selecting the ticket to merge into, confirm the merge. Remember, merges are permanent and cannot be undone. For more details, visit theZendesk help page.
More related questions
Can I merge tickets with different requesters in Zendesk?
Yes, you can merge tickets with different requesters in Zendesk if you have ticket CCs enabled. When you merge such tickets, the requester of the ticket you close is added as a CC to the new ticket. However, be cautious about unintentionally…
What happens to ticket comments when merging in Zendesk?
When you merge tickets in Zendesk, the most recent public comment from the ticket being closed appears in the merge window. You can choose to remove or edit this comment. If not edited, it will be included in the new ticket's comments with a link…
Are there any restrictions on merging tickets in Zendesk?
Yes, there are several restrictions when merging tickets in Zendesk. Tickets must be less than Solved, and they cannot be shared with another Zendesk Support instance. If custom ticket statuses are activated, the tickets must have a status less…
Can I undo a ticket merge in Zendesk?
No, once you merge tickets in Zendesk, the action is permanent and cannot be undone. It's crucial to ensure that you are merging the correct tickets before confirming the merge. Always double-check the details to avoid any irreversible mistakes.
How does ticket merging affect ticket fields in Zendesk?
When you merge tickets in Zendesk, fields such as Tags, Type, Priority, and Status from the ticket being closed are not carried over. Only the fields filled out in the new ticket are saved. The closed ticket will have the tag 'closedbymerge'…
Can I automatically merge tickets in Zendesk?
Currently, Zendesk does not support automatic ticket merging through its native features. Merging must be done manually within the agent interface. However, there are third-party apps available in the Zendesk Marketplace, such as Auto Merge, which…
What should I consider when merging tickets with different organizations or brands?
When merging tickets with different organizations or brands in Zendesk, a message will appear to ensure you're not unintentionally sharing sensitive information. It's important to verify the details and confirm that the merge is appropriate for the…
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