Hi Zendesk Community,
We saw a highly raised issue here — the need for a way to unmerge tickets in Zendesk. Once tickets are merged, users cannot undo this action, which often leads to complications due to:
- Accidental merges that combine unrelated requests
- Loss of visibility into original conversations or ticket histories
- Challenges in meeting data retention or GDPR requirements
To address this, we’ve introduced a new Unmerge Tickets process in the GDPR Compliance app. It allows you to safely split previously merged tickets without losing important data. Each unmerged ticket retains its requester, subject, tags, ticket fields, and conversation history (including all comments and attachments), ensuring consistency and data integrity.
The process is available for unmerging individual tickets or for bulk processing of multiple merged tickets.
This feature was developed in direct response to community feedback, so you can test the unmerge process and share your thoughts or suggestions in the comments.