View Zendesk ticket from merged feature requests that originate from Autopilot | Voters

View Zendesk ticket from merged feature requests that originate from Autopilot

Ecru Scallop

I think this might be a bug (or maybe user error?)

For feature requests that are created via Autopilot suggestions (feedback discovery in the Zendesk tab of Autopilot), once they are merged, the original Zendesk ticket can no longer be viewed inside Canny.

May 20, 2025

Sarah Hum

Hello Ecru Scallop! I have a few more questions for you:

Can you provide more details on how the feature requests are merged and how this affects the visibility of the original Zendesk ticket?
Is there a specific workflow or process you follow that is impacted by not being able to view the original Zendesk ticket?
Have you noticed any patterns or specific conditions under which the original Zendesk ticket becomes inaccessible?

Ecru Scallop

Hi Sarah Hum, thanks for following up.

We go to Autopilot > Zendesk. From there we click create post. At this point, the post appears in the Feedback view (screenshot 1). You can see the Zendesk link button just below the description. Then from the Feedback view, we use the merge button in the top right of the screen to merge it with another (screenshot 2). At this point, as far as I can tell there is no way to view the Zendesk link, nor tell that this even came from Zendesk to begin with. Even clicking into the Voters dialog doesn't show this (screenshot 3).
When planning our projects we want to explore the problem space rather than just implementing the suggested solution. Losing the Zendesk link means we cannot see the original problem the user had.
No, this was just one example I came across.

Sarah Hum

Ecru Scallop: Gotcha, thanks for elaborating! Flagging this to the team to see if there's an easy fix here. (I've moved your images so they're internal only)