Allow Merging Tickets via Contacts and Accounts Modules

Dear Zoho Support Team,

I'm writing to request a new feature: the ability to merge tickets directly from the Contacts and Accounts modules in Zoho desk.

Current Limitation:

Currently, Zoho desk doesn't allow merging tickets from the Contacts and Accounts modules. This can be inconvenient when managing tickets associated with a specific contact or account.

Proposed Functionality:

We propose enabling ticket merging functionality within the Contacts and Accounts modules. This functionality could be implemented with the following considerations:

Limited Merging for Smaller Sets: Allow merging only for a manageable number of tickets (e.g., up to 5). This helps prevent accidental merging of large numbers of tickets associated with a contact or account.

Visual Cues for Limited Merging: Implement visual cues to indicate the merging limitation. This could be achieved by:

Dimming the Merge Button: When more than the allowed number of tickets are selected, the "Merge" button could be grayed out.

Selection Restriction: Alternatively, the system could disable selecting more than the allowed number of tickets at once.

Benefits of Merging from Contacts/Accounts:

Increased Efficiency: Enables agents to quickly merge related tickets directly from the context of a specific contact or account, streamlining workflows.

Improved Organization: Facilitates better organization of communication history by consolidating relevant tickets under a single contact or account.

The ability to merge tickets directly from the Contacts and Accounts modules would enhance efficiency and organization within Zoho desk, especially when dealing with a manageable number of related tickets associated with a contact or account.

Thank you for your time and consideration.

Sincerely,

Ram

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Topic Participants
Ram Freedman
Ajith | Zoho Desk

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