Limitations of Zendesk's Merging Suggestions Feature
What are the limitations of the merging suggestions feature in Zendesk?
The merging suggestions feature in Zendesk has a few limitations that users should be aware of. One notable limitation is that it only identifies and suggests merging up to three tickets at a time.
This can be challenging when a customer has more than three open tickets during an incident, as agents must then decide which tool to use to view all open tickets efficiently. Additionally, the feature is based on tickets submitted by the same requester within a two-week window, which may not capture all relevant tickets in some cases.
More related questions
What is the AI-based merging suggestions feature in Zendesk?
The AI-based merging suggestions feature in Zendesk helps agents identify related tickets that can be merged. This feature is available in the Intelligence section of a ticket's context panel and suggests tickets submitted by the same requester…
How can I enable or disable merging suggestions in Zendesk?
Admins can easily enable or disable merging suggestions in Zendesk through the Admin Center. By default, this feature is turned on. To change the setting, navigate to the Admin Center, click on Workspaces in the sidebar, and then select Agent tools…
How do I merge tickets using AI suggestions in Zendesk?
Merging tickets using AI suggestions in Zendesk is straightforward but requires caution as merges cannot be reversed. Agents can merge tickets based on suggestions in the Intelligence section of the context panel. To merge, open the Intelligence…
Can agents without merge permissions use the merging suggestions feature?
Agents without merge permissions in Zendesk will not be able to use the merging suggestions feature. The ability to merge tickets is dependent on the agent's configured permissions. If merging is restricted to admins only, agents will see the…
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