Add bulk ticket merge functionality in Zoho Desk
Hi Zoho Team,
We would like to request a feature that allows agents to merge multiple tickets in bulk instead of merging them one by one.
Current Limitation
At the moment, tickets can only be merged individually. This becomes very time-consuming when handling a large number of duplicate tickets, especially during high-volume periods.
Use Case
- When multiple customers report the same issue (e.g., system outage), dozens or even hundreds of duplicate tickets are created.
- Agents must manually open each ticket and merge them one at a time.
Expected Functionality
- Ability to select multiple tickets from the ticket list view
- Option to merge all selected tickets into a primary ticket
- Automatic consolidation of:
- Conversations
- Attachments
- Customer information
Business Impact
- Reduce handling time significantly
- Improve agent productivity
- Ensure better organization of duplicate issues
Additional Suggestion
It would be helpful to:
- Add filters to identify potential duplicate tickets
- Provide a preview before merging
Thank you for considering this request
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