We would like to see the ability to block / prevent merging tickets based on certain fields / tags. We utilize an automation system for generating tickets and it is detrimental to that system when those tickets are merged into our manually created tickets. Adding a restriction to merge based on the presence of a tag will prevent our agents from merging these.
Accepted
Restrict Merge
@bryan14 if you are using an automatic way to merge tickets, like the Merge Duplicate Tickets app, you can set up exclusions based on tags and other criteria.
It would work well if the Trigger functionality was extended to allow for an Error Message upon specific actions (such as Merge and Close) that would prevent save to a ticket.
E.g
CONDITION: Organisation is Acme Incorporated AND Type is Task AND Action is Merge.
ACTION: Error Message "This Task ticket cannot be merged".
Has anyone come up for a solution for this, concerning that this is a year old and no real solution has been brought up. since merging is different then save/submit changes to the ticket, using the conventional triggers there does not appear to be a method to handle this need.
- Employee
Thank you for taking the time to provide us with this feedback!
This feature request has been accepted and is on our roadmap in 2026. Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
This feature request has been accepted and is on our roadmap in 2026. Per our Community Guidelines, we can provide general guidance for anticipated feature and functionality release dates, and any discussion of planning is always subject to change. To stay on top of product releases please visit our What’s New page in the Help Center. We are going to leave this post open for comment to allow others to provide their feedback and use cases.
Thank you again for your feedback and for being a valuable customer with Zendesk.
This would be a great function to have. We receive tickets from an answering service that come in as that answering service listed as the Requester/Org. We never want the tickets to be closed with the answering service listed. So, when an agent merges the ticket without updating it first, we get stuck with closed tickets within the answering service's account. Not great. Forcing the agent to update the requester before having the ability to merge would be a huge benefit for us and our stats.
Glad to see it's on the roadmap for 2026!
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