Announcing ticket merge enhancements

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout ends</strong></td>
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<td style="height: 22px; width: 33.3333%;">September 1, 2026</td>
<td>September 2, 2026</td>
<td style="height: 22px; width: 33.3333%;">September 9, 2026</td>
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</table></figure><p><span style="color: #464646;">We have redesigned the ticket merge process, transitioning from the older popup modal to a new sidebar drawer, while also enhancing visibility and improving visual functionality.</span></p><p>This article includes the following sections:</p><ul>
<li data-list-item-id="ea9ae744e0edd4422c972296a821b7710"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="e3a62da45ad157d0d8b580b3b33cdd7a4"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e01dfc30be60bb8c34580759c0e6e8395"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing?</h2><p>With this update, we’ve:</p><ul>
<li data-list-item-id="eb04fabe0cb540101c09bbc0edab27700">Added support for rich text, and we now preserve html </li>
<li data-list-item-id="ea0ff81a71e5828c74a09072b38dcc2ca">Improved visibility on the tickets you are closing within a bulk merge</li>
<li data-list-item-id="e0b722bc056c4fbcf55ca25c5dbb7e03e">Added a hover-over feature for improved context for merge selections</li>
<li data-list-item-id="ee8bbc18c50cf944944398c42e335a489">Provided multi-colored ticket status indicators for improved ticket visibility</li>
<li data-list-item-id="ed648651cd1bc257e3b6c4285de0a73dd">Removed the click-through popup warning boxes and replaced them with banner warnings for improved agent productivity</li>
<li data-list-item-id="ee45dff30bd25677a968b69189664be59">Ensured ticket merge observes Data Privacy restrictions</li>
</ul><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>Ticket merge is a long-standing feature of Zendesk which was in need of design and functionality modernization. This helps pave the way for additional future enhancements in functionality.</p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p class="wysiwyg-text-align-justify">No action is required to access this update. You will notice these changes when the rollout is complete. See <a href="https://support.zendesk.com/hc/en-us/articles/4408882445594" target="_blank" rel="noopener noreferrer">Merging tickets</a> for more information.</p><p>If you have feedback or questions related to this announcement, visit our <a href="https://community.zendesk.com/ideas" target="_blank" rel="noopener noreferrer"><span class="wysiwyg-underline">community forum</span></a> where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850"><span class="wysiwyg-underline">Zendesk Customer Support</span></a>.<br><br> </p>