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How do I remove Merge link

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  • GOODY
  • Top Contributor
  • 5 replies

I have incorrectly merged two tickets and want to remove this merge so that both can be worked on.

Can this be done?

Best answer by hemanth.ramya

Hello @GOODY,

 

Unfortunately, the merge action on tickets cannot be undone. Whenever tickets are merged, it would ask for confirmation twice before merging the tickets as merged tickets cannot be unmerged again. Please make sure that the tickets you have chosen are the right tickets to merge before clicking on the Merge button.

Refer to this solution article to understand more about Merging tickets in Freshdesk.

 

Thank you, 

Freshdesk Community Team

 

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    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • 626 replies
    • Answer
    • June 1, 2021

    Hello @GOODY,

     

    Unfortunately, the merge action on tickets cannot be undone. Whenever tickets are merged, it would ask for confirmation twice before merging the tickets as merged tickets cannot be unmerged again. Please make sure that the tickets you have chosen are the right tickets to merge before clicking on the Merge button.

    Refer to this solution article to understand more about Merging tickets in Freshdesk.

     

    Thank you, 

    Freshdesk Community Team

     

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    Meggan_A
    Community Debut
    • Meggan_A
    • Community Debut
    • 1 reply
    • August 5, 2024

    Hi FreshDesk Team, 

    I also would appreciate to see the ability to remove a merge from a ticket.

    Accidents happen within my tea where the wrong ticket is on occasion merged with an incorrect ticket or the wrong ticket in a collection of tickets from a client is set as the primary ticket where a different one should have been set as the primary. The introduction of this feature would be really helpful.

    hemanth.ramya
    Community Manager
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    • hemanth.ramyaCommunity Manager
    • Community Manager
    • 626 replies
    • September 30, 2024

    Good day, @Meggan_A 

     

    Greetings from Freshworks Community. :)

    It is indeed a valid request and we would be happy to take this back as feedback to our product teams. In the meantime, we also suggest you add your product suggestion in the Community Ideas page to create better visibility. 

    Feel free to drop a note here for any further questions. 

     

    Cheers,

    Ramya, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

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