Hi Freskdesk,
The current state of your ticket merging is functionality is nothing short of shocking on many levels: no respect of the chronology of customer interactions, no record of merged ticket timestamps, no full merging of other key ticket properties such as recipients, default exclusion of merged replies from primary ticket thread through the use of private notes note, no filtering out of closed/merged ticket in ticket screens after merging, and the list goes on.
Although user feedback on this topic is a bit fragmented, there are clearly many users reporting some level of difficulty with the way ticket merging currently functions:
https://support.freshdesk.com/support/discussions/topics/3400
https://support.freshdesk.com/support/discussions/topics/8548
https://support.freshdesk.com/support/discussions/topics/18785
https://support.freshdesk.com/support/discussions/topics/75501
https://support.freshdesk.com/support/discussions/topics/304936
https://support.freshdesk.com/support/discussions/topics/305276
https://support.freshdesk.com/support/discussions/topics/307693
https://support.freshdesk.com/support/discussions/topics/311234
https://support.freshdesk.com/support/discussions/topics/311747
https://support.freshdesk.com/support/discussions/topics/313307
https://support.freshdesk.com/support/discussions/topics/313627
https://support.freshdesk.com/support/discussions/topics/313893
Many of these request are several years old. Do Freskdesk have any plan to do anything about this fairly basic requirement for a ticketing system?
Thanks in advance for the update,
Julien Paillard