Freshworks Analytics | Ask the Experts Session
Please guide me how we can unmerge the ticket in Fresh desk.
Best answer by Juliana Rozario 6 July 2022, 00:13
The method we use is to re-open the closed ticket and delete all of the Notes added by the Merge. It then appears as 2 open tickets.
Welcome to Freshworks Community. I hope you are well:)
Unfortunately, we wouldn't be able to unmerge the tickets as it's an irreversible process. Once you merge the tickets, the replies/notes would be added to the Primary ticket and I'm afraid you won't be able to split them.
Feel free to ping us for any queries/concerns. We'd be happy to help.
It’s true that once you’ve removed the private notes related to the merge you will be able to manage the tickets individually but those merged tickets will not be visible in the reports.
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