Enable Merging Tickets from Different Departments in "All Departments" View

Dear Zoho Support Team,

I'm writing to propose a new feature for Zoho desk: the ability to merge tickets from different departments within the "All Departments" view.

Current Limitation:

Currently, Zoho desk restricts merging tickets from within the "All Departments" view. This limitation hinders efficient workflow management when handling tickets that might involve multiple departments.

Proposed Functionality:

We propose enabling cross-department ticket merging within the "All Departments" view. This functionality could be implemented by:

Target Department Selection: During the merge process, introduce a "Target Department" selection option. Users can choose the appropriate department for the merged ticket, ensuring proper departmental categorization.

Benefits of Cross-Department Merging:

Improved Efficiency: Streamlines workflows by allowing agents to merge related tickets from different departments within a single view.

Enhanced Collaboration: Facilitates better collaboration between departments by enabling the consolidation of relevant information into a single ticket.

Clearer Communication History: Provides a comprehensive communication history for all involved departments within the merged ticket.

Conclusion:

The ability to merge tickets from different departments in the "All Departments" view would significantly improve the flexibility and efficiency of managing tickets across departments within Zoho Support.

Thank you for your time and consideration.

Sincerely,

Ram

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