Merging Suggestions feature EAP

Hi @enrique14 

Thanks for the feedback.
You are referring to the “merging across accounts” warning pop up that also pops up if you are merging using the merge tickets native feature, right?

Do you have anymore feedback about this feature?

Thanks

Pedro Cerqueira

Hi Pedro,

Yes, that´s right.. As for now what I can see about this feature is:

-The pop up warning coming up when it shouldn´t.

-No possibility to see more than 3 tickets to merge. There are customers who open several tickets so this should be increased to 10 at least.

-At times the customer has more than  1 ticket open in Zendesk, but when you check in order to merge there is none coming up to merge.  As a result, you need to merge it through the native feature. 

If you fix these minor errors this feature will be very useful!

Hi @enrique14 

- Can you tell me more about in which scenarios there are customers opening 10 tickets? Interested to learn more.

- Re. this ‘At times the customer has more than  1 ticket open in Zendesk, but when you check in order to merge there is none coming up to merge.  As a result, you need to merge it through the native feature. ’
This is not the expected behavior. Are you able to share one example so we can check?

Thanks!

Pedro Cerqueira

Hi Pedro,

1- We have a site, and customers send us ticket rhrough the form. If they click several times on “Send”, several tickets will open up. It´s not a typical trend but it occurs. I think 3 tickets max works for 90% of cases but if isn´t too much of an effort,, it should be increased to 5. I´d say that would fix the problem.

2- I couldn´t find any now but I will share it with you over email once I have it, so you can check.