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Matthew22
Matthew22
December 31, 2021
Accepted

Ticket Merge only merges last comment

Related products:Support
  • December 31, 2021
  • 6 replies
  • 78 views

The "Merge Ticket" feature built into Zendesk does not do what it says on the tin. Instead it only 'merges' the last public comment of a ticket into a comment on the new ticket.

Any other interactions before that last public comment are ignored, ticket fields are ignored, tags are ignored, and all HTML formatting of the comment is lost when it is merged.

This all seems VERY lacking when competitors have already solved this problem many years ago. (We are coming from Freshdesk and desk.com to Zendesk)

Do you have plans to improve the ticket merge feature? Namely:

1. Merge all comments, not just the latest public comment

2. Keep the HTML formatting and timestamps of the comments when merging

3. In the merge options, show the status of the tickets displayed for merging - this way you can find the 'Open' ticket of a customer easily to merge into.

4. Merge ticket fields as well as comments

 

Yes of course "there's an app for that" :) There are 3rd party apps which do a much better job of course, but these cost extra per user per month, and for a large team this becomes very costly just for one feature.

Any feedback or plans to improve this will be appreciated!

      6 replies

      Vinodh
      Vinodh
      January 4, 2022

      Also, when I say do not add the comment in the current ticket by unchecking the box at the time of merging, still Zendesk adds the comment in the current ticket.  

      Nikki13
      Nikki13
      January 4, 2022

      @matthew22 - oh man, I HATE Freshdesk merge! It's so messy as far as showing all the comments, and it's also difficult to find the tickets to merge. However, I agree that the ZD merge could use improvement. I really like how, in side conversations, you can pick which comments you want to include. It would be cool to enable something like for that merging.

      @vinodh - unchecking the box prevents the comment from posting *publicly* but it is still an internal note. However, you can edit that field (and remove all of the content if you prefer.)

       

      Vinodh
      Vinodh
      January 5, 2022

      @nikki13 Thank you for the response. I will try. 

      Mathias11
      Mathias11
      October 6, 2022

      I can follow what you mean Matthew, but I would like the feature that Nikki suggests - being able to add comments like on side conversations.

      What I would appreciate would be that internal comments could be added as well as public.
      Sometimes it can make sense for us to have an internal comment, like a "next steps" kind of comment, that would be nice to transfer to the ticket we're merging to.

      M
      Mounika11Employee
      Employee
      March 18, 2025

      Hey there, thank you for taking the time to provide us with this feedback! 
       
      This is a great feature request and I 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. 
       
      Thank you again for your feedback and for being a valuable customer with Zendesk.
       

      D
      Danny11
      Newcomer
      April 17, 2025

      The merge feature absolutely needs this implementing. Its so time consuming cross references multiple ticket histories that have been merged into one

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