Allow Merging Tickets via Contacts and Accounts Modules

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



      • Sticky Posts

      • Webinar 2: Supercharged customer support for growing business

        Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

      • Customize Colors of your Customer Self Service Portal

        You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

      • Edit and Delete options in Comments

        A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

      • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

        In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

      • Announcing the New and Improved Article Editor

        KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!