Merging tickets in Zendesk is often necessary when customers submit duplicate requests or conversations split across multiple tickets. In standard Zendesk views, merging follows a single path: selected tickets are closed and merged into one existing ticket, with limited control over how ticket data is preserved.
For teams that care about data accuracy and context, this can be restrictive.
Lovely Views builds on Zendesk’s merge functionality by giving teams more flexibility over how ticket information is combined.
Standard merge, with more control
Lovely Views supports the same merge behavior as Zendesk, with a few practical enhancements. When choosing a target ticket, agents aren’t limited to pasting a ticket ID. They can search for a ticket by keyword and select it directly, which removes the need to leave the merge flow just to look up an ID.
Teams can also control how comments are added during the merge and decide whether messages are added to the source tickets, the target ticket, both, or neither.
This keeps standard merges fast and familiar, while reducing unnecessary noise in ticket history.
Custom merge options for different scenarios
In addition to standard merging, Lovely Views introduces Custom Merge, which creates a new ticket and allows teams to choose how data from the selected tickets is carried into it.
This approach is especially useful when no existing ticket should be treated as the source of truth.
Available merge strategies include:
• Don’t copy anything
Create a new ticket without carrying over data from the original tickets.
• Most recently updated ticket
Use the most recently updated ticket as the data source for the new merged ticket.
• Rolling merge
Start with the oldest ticket and progressively apply data from newer tickets to preserve the full conversation timeline.
• Specify by ticket ID
Select exactly which ticket’s data should be used as the foundation for the new merged ticket.
These options give teams more control when consolidating complex or fragmented conversations.
Admin-level consistency controls
Lovely Views also includes settings for teams that want consistency across agents. Admins can define a default merge method, ensuring merges follow the same data rules across the team.
A temporary tag can be applied during the merge process to prevent triggers or notifications from firing unintentionally, then removed automatically once the merge is complete.
Why this matters
Some merges are simple duplicates. Others involve long histories, partial context, or unclear ownership. In those cases, creating a new ticket with carefully selected data can be cleaner than merging everything into an existing one.
Zendesk offers a single merge approach.
Lovely Views gives teams options.
For setup details, see Merge and Preferences - Selected tickets in the Lovely Views user guide.
Try Lovely Views for free
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You can explore all features with a free 14-day trial on the Zendesk Marketplace.
Lovely Views is a 5-star rated Zendesk app trusted by thousands of support teams worldwide. Learn more at lovestockleaf.com.
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