Restrict Agents from Merging Tickets in Zendesk
How can I restrict agents from merging tickets in Zendesk?
To restrict agents from merging tickets in Zendesk, you can adjust permissions on the Enterprise plan. Navigate to Admin > People > Roles and select the Agent role to disable the merge ticket capability. This ensures only admins have the ability to merge tickets, reducing the risk of errors.
More related questions
Can I un-merge tickets in Zendesk?
No, you cannot un-merge tickets in Zendesk. Once a ticket is merged, it moves to a Closed status and becomes non-editable. If you accidentally merged tickets, you can create a follow-up ticket from the closed ticket and adjust any unwanted CC's or…
What should I do if I accidentally merged tickets in Zendesk?
If you've accidentally merged tickets in Zendesk, you can create a follow-up ticket from the closed ticket that was merged by mistake. This allows you to remove any unwanted CC's and ticket fields that were pulled over during the merge. Although…
Why is un-merging tickets not available in Zendesk?
Un-merging tickets is not available in Zendesk due to the nature of the ticket status change to Closed, which is irreversible. Many users have expressed the need for this feature, but as of now, it remains unavailable. Users are encouraged to…
Is there a timeline for when Zendesk will allow un-merging tickets?
Currently, there is no timeline for when Zendesk will introduce the ability to un-merge tickets. Many users have requested this feature, but it has not been implemented yet. Users can upvote and comment on feature request threads to express their…
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