Alternate Closed Status when Merging a Ticket

Merging also adds a tag "Merged". Is it an option to use this in the metrics to avoid messing them up?

Adding a new code with all the functionality attached to "closed" seems a larger effort, and I would prefer more glaring issues to be solved first.

This would also be helpful so that the customer doesn't receive an automatic mail that his ticket has been closed, since the issue is stil being treated. I know that I can close a ticket and hold shift so that the mail isn't send, but this is easily forgotten and requires one to close the ticket before merging, which is double work.

One suggestion would be to send an automatic mail based on the "resolved" status, and not the closed status. Can I assume you send these automatic emails based on an Observer rule?  I think Observer rules are performed in the sequence in which they are set up. There is a "standard" Observer rule which adds a Tag "Merged". It should be easy to add a condition the the rule sending out the automatic mail that there is not a tag which contains "Merged". 

I was using the email notifications to send out this mail, but I guess I could set up an observer rule. Thank you for the suggestion.

Do you know if there is any way around the survey for the merged tickets? Because I think they still receive the survey even when I don't send out the closed mail.

There is no way to stop this for merged tickets if you have set it up to send a survey when the ticket is closed.

However, I would consider the possibility to switch back to the standard setting in FreshDesk. That is that a customer receives an email and a survey when a ticket is marked as resolved. Then a number of days later the ticket can automatically be closed. As far as the customer is concerned the ticket is closed when resolved. Closing becomes an internal admin thing. If a customer does react, then it does not reach the closed status. Merged tickets go straight to closed, so bye-passing emails and surveys.

Having an extra status code for merged sounds nice, but there is functionality attached to "Closed" (such as archiving) as it is the final status for all tickets. This would have to change to have two "final" statuses. That is why a "simple" request has major consequences. Sticking to the way a tool was designed always works best.

Hi Mark,

Thank you for your thorough response. I've only been in my position for a couple months and the "resolved" status was in the past misused in our Fresh Desk so I was avoiding it until now. I also never saw the default setting of the system, so thank you for explaining how the initial set up was designed to work. I will look into the possibilities. 

Just for clarity, I do not work for FreshDesk. In a previous life I spent 20 years implementing standard software in large companies, and saw many examples of failures when trying to use the software in a different way to the concept of the package. After retirement I because responsible for a volunteer run helpdesk, and started with FreshDesk as standard as possible. There are definitely some gaps, but quite a few things can be done.