Merged ticket needs a function to UNMERGE

I agree completely. I understand that we may need to limit this ability to an admin, however we do need it to be available. 

I 200% agree. This scenario has occurred a couple of times for us and now two users are replying to each other in a ticket and causing a headache for our support team. 

100% agree

I agree. A mistake was made and needs to be corrected. Cannot correct unless we can unmerge the ticket. 

We come back to refresh this complain again. It is so frustrated that Zendesk just merge 2 tickets from different clients based on the backend message-ID. It made our agents so frustrated and unhappy and feel helpless! 

Such unexpected new message merged to the ticket also not removable, but how can we talk to 2 customers and share all confidential business information. 

Zendesk should seriously consider this problem and find a solution. 

We don't care what RFC standard it is, Zendesk can always do an extra mile to stop this unexpected merging. It is easy by just adding more criteria for merging...like taking consideration of a message from a different party + Subject is different. 

There are so many outlook users they like to just duplicate from the same email by just changing the email address to send, or even just have a small change on the subject or modify a bit of the contents to send multiple email. We did the same when we are using outlook. 

Either not merging until all criteria met and /or give us the choice to say Yes or No to merge when there is such a doubt happening. 

Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.

I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and we have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

Thank you again for your feedback and for being a valuable customer with Zendesk.

Please keep us posted, definitly need this function asap

Being able to un-merge is crucial in mitigating risk - would really love to see this asap as well! 

Hi everyone!

Our GDPR Compliance app for Zendesk allow you to unmerge tickets. You can do it one by one or even in bulk. This process fully recreates merged tickets with all comments, attachments, and fields preserved. More details read here.