SOP-031: Merging Zendesk

1. SUMMARY

1. As we transfer into Zendesk, we want to start using some of the features Zendesk offers. One of these features involves merging tickets and accounts.

2. GUIDELINES

• Merging Tickets

1. The reason we should merge tickets together is if they are duplicates.
1. A duplicate means from the same person, and same message being sent.
2. Tickets from the same person but having different questions/messages should not be merged

• Merging Accounts

1. The reason we would merge an account is if it is confirmed to be the same person.
1. It is critical that we absolutely confirm that the accounts are the same person, as once they are merged they cannot be unmerged.
2. Also once it is merged all messages from both email addresses can now be seen so if they are not the same customer, it could cause additional issues.

3. PROCEDURES

• Merging Tickets:

1. When an agent comes across a ticket that is a duplicate.
1. This means from the same email address, and the same message.
2. The agent will respond to one of the tickets.
1. This will remain the valid ticket.
3. The ticket that is not responded needs to be assigned to the appropriate US Lead or Supervisor to merge.
   1. The Note should include the valid ticket number(s) to merge tickets with.
1. The agent should write an Internal note.
2. Assign to the Lead/Sups name for that Queue.
3. Solve as On Hold.
4. The Lead/Sup will evaluate if this is a duplicate ticket and should be merged.
5. If it should be they will merge the duplicate to the valid ticket id indicated by the agent.
6. Then it will be closed.
7. Note: US Agents can merge the Tickets as needed when Duplicate.

• Merging Accounts:

1. If an agent suspects two accounts to be the same customer.
2. The agent should make an internal note referencing to the two accounts that should be merged on the email.
3. CC the Lead/Sup for that queue on the ticket.
4. Solve the customer’s issue
5. The US Lead/Sup will confirm they are the same and merge as needed.