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What does merging tickets mean?
Zendesk merging" typically refers to the process of combining multiple support tickets or user requests into a single ticket within Zendesk, a customer service and support platform. This is often done to streamline communication, avoid duplication of efforts, and ensure that all relevant information is consolidated in one place.
Merging can help support agents manage inquiries more efficiently, as it reduces clutter and makes it easier to track the progress of a single issue that may have been reported multiple times.
How to merge tickets in Zendesk?
Copy the agent's ticket number to your existing ticket. The ticket that you copy is the ticket that you'd like to keep
The ticket where you paste the copied ticket number is the one that will be closed
To merge tickets in Zendesk, follow these steps:
Open the Tickets: Navigate to the ticket you want to merge into another ticket.
Select the Ticket to Merge: Find the ticket you wish to keep and merge the other ticket into. You can do this by searching for the ticket ID or locating it in your views.
Open the Ticket You Want to Merge: Open the ticket you want to merge into the primary ticket.
Merge Option: Look for the "Merge" option, usually found in the sidebar or under the "More" dropdown menu.
Confirm the Merge: You will be prompted to confirm the merge. Review the information, and if everything looks good, confirm the merge.
Check the Result: After merging, the secondary ticket will be closed, and all comments, tags, and properties will be added to the primary ticket.
Notify Users (if necessary): Depending on your workflow, you might want to notify users about the merge or follow up on the consolidated ticket.
Merging 101.mp4Page updated
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