Merging Suggestions EAP - Now Live!

Forum|Forum|2 years ago
March 13, 2024
6 replies
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Shawna11
Community Manager

Update: Merging suggestions is now generally available. See Merging related tickets based on suggestions (https://support.zendesk.com/hc/en-us/articles/6885971957914).

Hey Community! We are excited to announce an early access program (EAP) for the Merging suggestions feature.

What does this EAP include?

The merging suggestions feature shows tickets that might be potentially merged to the ticket agent is currently working on. These suggestions appear in the Intelligence section of the context panel within a ticket.

We believe these feature will help agents reduce the amount of tickets that should be but weren't merged with the ticket they're currently working on, and in effect reduce the amount of total tickets agents have to handle.

For more information about the features in this EAP, see Merging related tickets based on AI suggestions (EAP).

We appreciate your feedback here to help us improve our AI offerings and shape the future of this product. Thank you!

Lance13
Forum|Forum|1 year ago
May 16, 2024

We just got added to the EAP and noticed one immediate issue: when merging suggested tickets, we seem to always get the “merging across accounts” warning, even when the tickets all belong to the same requester.

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Shawna11
Author
Community Manager
Forum|Forum|1 year ago
May 16, 2024

Hey Lance, thanks for your question. Would you mind putting this question in our EAP for Merging Suggestions here? The product team running this would love to see your feedback and help answer your questions. Thanks much!

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María32
Forum|Forum|1 year ago
May 17, 2024

Just tried it and seems to work nicely. This was a much needed feature, thank you.

Is it supposed to also work with Problem tickets? That can be a bit confusing for agents.

I also have a suggestion about merging, though.

I'm pretty sure I'm not the only one who always needs to uncheck the boxes “Requester can see this comment” when merging tickets. I know it's been like this for years, but I think this should be reconsidered.

Thank you!

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Shawna11
Author
Community Manager
Forum|Forum|1 year ago
May 17, 2024

Hey Maria, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!