Why Can't You Un-Merge Tickets in Zendesk?
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 create follow-up tickets to manage any issues arising from accidental merges.
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…
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…
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…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
