One of the few things I just cannot get right in FreshDesk is merging tickets. For us the most common cause is a customer replying to a ticket but using a different email address. This causes a duplicate ticket.
When this happens we have two options:
- Use the original ticket as primary. In this case the customer cannot see his/her own reply. Not really customer friendly...
(Yes, we could set the note as public, but then the customer receives an email with their own reply. So not usable.) - Set the new reply as primary. In this case the mail trail is a complete mess, so not really an option, as even the agent has difficulties to read the trail in the correct sequence.
I don't have the impression this was designed with a view to what customers see.
We need the replies from the secondary ticket to be added to the primary ticket as a reply and not as a note.
Could others please explain how they use the merge function, and if they are happy with the way it currently works? Are we the only ones to struggle with this?