Merge Tickets via API

  • 15 October 2018
  • 3 replies
  • 54 views

Is there any functionality to merge tickets via the FreshDesk API, perhaps via update ticket?


I do not see it documented as an option, but I figured perhaps there was some elusive way to manage to merge them via "update ticket", or maybe a merge option that I somehow missed.


Appreciate any help.


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3 replies

Hello Brandon

Hope you are doing well.


I'm currently working with APIs so your question interested me.

I will let other admins or Aravind confirm, but this merge API is not available in FreshDesk.

Official link, is not mentionning API. https://support.freshdesk.com/support/solutions/articles/80180-merging-two-or-more-tickets-together


I checked with APIs and did not find it.


My hypotheses:

- Technically complicated to implement

- Too much dangerous to implement. As this merge setting is not reversible.


I would say feel free to open a feature idea here https://support.freshdesk.com/support/discussions/forums/6


If you have another doubts, share with us.


Have a great day!

Regards,


Hey Antoine,


Thank you for the response. I've considered a potential work around that involves parsing ticket messages, appending them to another ticket as a comment, and then deleting them as a potential work around.


In the meantime I will conclude that this simply isn't currently a feature of the FreshDesk API. Thanks again!

Hello Brandon!

You're welcome. Happy to help :) . I know more about FreshDesk like this.

Nice workaround you found.


If your plan allows you to do it, you can study workarounds such as Parent child or Linked Tickets.

==> https://support.freshdesk.com/support/solutions/45957 Section Linked Tickets (2) and Parent Child (4)


Have a great day!


Cheers,


Antoine