Often times, an agent will either be new and learning, or in a hurry, and they will accidentally merge the wrong ticket. When they realize the mistake, they need to re-open the original ticket, then copy/paste any replies back into the original as notes. This is hugely time consuming, and it would be really helpful if there was a way to reverse or undo a ticket merge after it's been completed.
Closed for Voting
Undoing a merged ticket
I have found that I can semi-undo the merge by:
1) re-opening the ticket to be split off
2) deleting the "merged" comments in the ticket to be split off
3) deleting or updating the "merged" comment in the combined ticket
Not ideal, but it works. Note that I have administrative access, and I haven't tested this with restrictive permissions.
I tried what Ziko suggests but with no luck.
PS: there is a similar thread, named "How to split a merged ticket?" in https://support.freshdesk.com/support/discussions/topics/32415
PS: there is a similar thread, named "How to split a merged ticket?" in https://support.freshdesk.com/support/discussions/topics/32415
@Thanos
When I wrote the post, I had just gone through the pain and it (somewhat) worked for my use-case. There was a trail of the merger left, but I could still access and manage the tickets independently.
Which part didn't work for you?
Hi Ziko.
I followed your instructions and the two tickets remain merged ( for example, requester replies to the closed/redirected tickets are still appended to the thread of the "master" ticket ). I tried this a number of times and never got the tickets to split.
--------------
The only thing that worked in my case is this:
Let's say we have 2 tickets: "master" and "slave" and we have merged "slave" into "master".
We create a new ticket, say "new_master". We can do this either by using the 'New > Ticket' option or the 'Split this as a New Ticket' option on a reply from the requester. The downside is that the requester will receive a notification that the "new_master" ticket was created with all that means about confusing/irritating the requester.
Now we merge the "slave" into "new_master" and we are done. The "new_master" becomes the latest incarnation of the "slave" and all requestor replies to either ticket will be appended to the thread of "new_master".
Of course, this is just a hack and I'd prefer that Freshdesk provides a formal solution to this.
--------------
Another thing that I find disorienting as an agent is that I have to scan the thread, parse the notes and figure out which ticket is merged into which.
I would prefer that when a merge is in effect for a ticket, the list of tickets involved ( what I call the "master" and the "slaves" ) are displayed on the right sidebar, in a similar way to the parent-children tickets overview.
I was totally surprised to discover this featured didn't exist yet has been requested numerous times in the past. Surely, it ain't rocket-science? As it is now, I find it extremely difficult to separate the messages once more: where goes what from when?
Thank you
Hello everyone,
Thanks for writing to Freshdesk and giving us your insightful feedback on our product.
Unfortunately, we don't support un-merging tickets currently and the operation is not reversible as some of you have figured out. We have fixed the documentation on our help article to reflect that the Merge operation is not reversible and are looking into warning the user before committing the change.
I will also add a feature request to our backlog about showing which tickets were merged into which ones on the sidebar.
Regards,
Sudha
+12Cheers!
The ability to undo a merge would be a very beneficial feature. We often have analysts that mistakenly merge under the wrong ticket.
I also have a need for this - when someone merges 20+ tickets together and one of them is not supposed to be in the resulting merged ticket, it is very difficult to get it and all of it's comments back.You basically have to recreate it and manually copy-paste the comments - this is silly. There should be some way to have an un-merge option that shows all of the merged tickets in the resulting ticket and allows you to un-merge one or several back to their original tickets.
Bumping to request un-merge feature.
Copying and pasting comments back to the old ticket works but replies still go to the ticket it was merged to.
Bump. Having just made this mistake because a search DID NOT TURN UP BOTH IDENTICALLY NAMED tickets so I merged on the wrong one...I, too, would like this. The fact that this request is >5 years old tells me it is unlikely to happen but I thought I would put my vote in.
With the linking tickets feature, unmerging tickets is becoming a must. Since merged tickets cannot be linked!
Folks!
At present, the secondary ticket (the one that is closed during merging) could not be linked to a tracker or to a parent ticket.
The reason for this is that a ticket is designed to hold only one association at a time.
Upon merging tickets, the secondary ones are not reported upon and reversing this merging would simply make the reporting, unstable as well.
Our product team is exploring the scaling options of the associations on a ticket and you would be hearing from us if and when we are ready to accommodate this in future.
Thanks!
+4Why was this idea archived? We don’t have a real solution here.
I will reopen a new thread as those tickets even if splited again after removing the private notes (as a pseudo solution) in order to can managing them individually they will not be visible in the reports.
Join the Community
Already have an account? Login
Welcome back to Freshworks Community
No account yet? Create an account
Social Login
Login for Freshworks Employees Login with LinkedInor sign up below
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.