The ability to customize the merge tickets template by default. Having different templates for each communication channel would be a significant plus | The place for Zendesk users to come together and share
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The ability to customize the merge tickets template by default. Having different templates for each communication channel would be a significant plus

Related products:Support
  • October 20, 2023
  • 3 replies
  • 4 views
温良

Every time we merge tickets, we must manually edit the text suggested by Zendesk. This process is time-consuming. The original text I'm referring to is as follows:

"Request #X was closed and merged into this request. Last comment in request"

"This request was closed and merged into request #X."

Our use-case: when the end-user's language is not English, we make manual changes for the following reasons:

  1. Zendesk's provided translations are sometimes incorrect, or they may contain outdated words that we need to modify.

  2. We provide instructions on how to reply without creating a new ticket, based on the communication channel (e.g., Mobile SDK, Web Widget, Email, etc.).

    3 replies

    Shawna James
    • Shawna JamesCommunity Manager
    • Community Manager
    • October 24, 2023
    Hey 温良, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add you support by upvoting this post and/or adding your use case to the the comments below. Thank you again!
    H

    Received some feedback that the default template language for a merged ticket gives the impression that the ticket has been closed out. 

    Yes, the text says it was merged, but having much experience with end users shows me that users only read what they want to see and they see the word "closed," stop reading, and then get annoyed that their ticket was closed without explanation. 

    Thus, it would be useful if we could customize the default text. For example I would remove the word "closed" and leave merged to signify that the ticket is still open to the user.

    Athar
    • Athar
    • February 11, 2025

    We have multiple languages, and the default text in English
    "This request was closed and merged into request #X."
    is causing negative CSAT reactions, as customers don't understand the term 'Merge' in many countries.

    The option to modify the texts in the instance of merging is not user friendly, as the element of user error is too high.
    An agent can forget to adjust or misspell the message.
     

    All not very wholesome solutions

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