Hi Zendesk.
Could you have additional filters for the Merge ticket suggestions so we can set a hard rule to only show merge suggestions if the tickets have same intent and if tickets belongs to same group. Additionally, having options to restrict this feature for certain roles would be great.
Thanks
Thank you for your thoughtful suggestion.
We understand the value of having more granular control over Merge ticket suggestions, especially the ability to filter by ticket intent, group membership, and role-based restrictions. This feedback aligns well with the goal of making merge suggestions more relevant and manageable for agents.
While this functionality isn’t currently available, I’ll be passing your request on to our product team for consideration in future enhancements. In the meantime, we recommend monitoring ticket merge suggestions closely and providing any additional context or workflows that could help refine this process.
Thanks again for contributing your ideas to the community!