Our customers tend to only be around for 1 enquiry only and rarely come back, the biggest problem we have is them being impatient and logging multi tickets for the same thing.
We would love the ability to "turn on" auto merging tickets based on the requester email to save us from doing it manually. (we had to do this for over 30% of tickets last month) e.g. is
Mike says: Hey I have a problem with this product > ticket opens
Mike then emails in: Oh I forgot to add this question, can you tell me about this?
= 2 tickets raised and unless you go into the requester info you don't know to merge these
Solution: turn on auto ticket merge, this way all of mikes conversation is under the one number
Preference here would also be to have the second ticket never even appear within the stats (deleted but info/question is moved over)
Another rule here: Once this ticket is closed it will obviously open up Mikes ability to raise new tickets from then on (when he has a problem again 2 months later)
Thoughts?
I think this would be super awesome!
Regards,
Closed for Voting
auto merge tickets
Agree, I've been searching for a way to do this.
Untill then I have around 400 duplicate cases to merge manually. ugh!
Untill then I have around 400 duplicate cases to merge manually. ugh!
Same here, Lisa and Brian. It's even worse since we're trying to automate tickets from phone calls and getting duplicates because of dropped calls or callbacks is terrible. (RingCentral is not good to us, we're looking at TalkDesk which allows for ticket creation in freshdesk alongside phone calls.)
add my name to the list, a real time saving tool that will ultimately help improve the customer experience, surely that's the aim..?
There seems to be a lot of focus on tweeks that do not necessarily help impact the customer journey yet something suggested 2 years ago that has traction to it is still on the waiting list?
There seems to be a lot of focus on tweeks that do not necessarily help impact the customer journey yet something suggested 2 years ago that has traction to it is still on the waiting list?
Hi everyone,
We are working on a 3rd party solution for auto-merging tickets based on criteria. We will be entering closed beta period at the end of Feb so if you are interested in participating send me an email to mike@kwixel.com.
Initial spots of limited, but we should have room for more by mid to late February.
Regards,
Mike
We would like to auto-merge tickets also. I would also be interested in a third party solution, but how do you develop a third party application to do a merge, when the API has no hooks to do a merge.
When you finally do get around to implementing auto-merge, please make sure it can be done without sending a message to the customer.
Hopefully auto merge is bubbling to the top of the Freshdesk to do list.
Hi All,
Since FD have basically said they are not doing this (even though it has more +1s than a lot of other items in their "planned list") I have created a new thread below which addresses the problem again (and a least is has a closer to current date on it).
Take a look and give it a +1 so we can keep them talking about it at least!
https://support.freshdesk.com/support/discussions/topics/311805
The merge in freshdesk is just closing one ticket and putting the comments into the other ticket with a link to the closed one. So although there isn't an acutal merge feature via the api, you could still achieve this by developing a third party app to carry out those tasks over a few api calls.
This feature request has been tagged as not taken so it doesn't look like freshdesk want to implement it.
I believe "Not Taken", means "Not Taken Yet".
A Fresh desk support super hero wrote a little Observer web-hook to change the requester.name (first part of email address) to the billing name of my customer (from a form that the customer submits) for me. At least I now have a little better idea on how to write web hooks with the API and the Observer.
If they done this for me, maybe they can start a database of API based web-hooks, so the users can help themselves to a common knowledge base of webhooks.
It would be a lot easier for Freshdesk to solve popular features/problems in the back end, rather than touch the Front end, which requires a lot more testing, (on top of those endless meetings deciding where the new button goes, and what it looks like in the front end design :)
We have a scenario where auto-merging during a existing progress would be useful. An external website is used to let people fill-in a quiz, and the result of that quiz should be merged into the original ticket of that person. That way the results of the quiz can be combined with the right data.
Dear support team,
our company would also appreciate this auto-merging feature very much. The problem is when our customer reply to our response via email again and again. In this case new tickets are created with same title. It would be very helpful if there is a functionality, that will auto-merge tickets with the same title and same requestor, but will not merge also old messages again, only the new ones.
Thank you in advance for your response.
Dear support team,
Other issue is, that automatic email responses, for example: "I'm currently out of office, contact me later", are causing opening the tickets. I believe there is a way to filter these automatic responses.
Thank you
Make sure that, under Admin > Email Notifications, the subjects the notifications for Requester Notifications, CC Notifications, and Reply Templates include the string [#{{ticket.id}}]
in the subject line ( only a couple of administrative notifications
like 'User Activation Email' and 'Password Reset Email' should not
contain that string in their subject ). Doing that enables Freshdesk to
use subject based threading to match incoming emails to existing tickets
if the other methods of threading fail.
Example subject for Requester Notification / New Ticket Created:
Ticket [#{{ticket.id}}] created - {{ticket.subject}} - [#{{ticket.id}}]
What the requester should see as the subject of your Freshdesk reply:
Ticket [#5635756] created - Please help me with a problem I am having
Now,Freshdesk should be able to thread the replies from the requester properly, if the Freshdesk ticket ID is included in their subject:
Re: Ticket [#5635756] created - Please help me with a problem I am having
In regards with automatic responses to Freshdesk messages, in my view, those autoresponders are broken. Freshdesk does the right thing for avoiding automatic responses to new
ticket email notifications, by adding the following headers:
You can get rid of some of those autoresponses by creating a Dispatch'r rule to delete them. Example:
Conditions [Match ANY of the below]
[Description] [Contains] [I will be out of the office in the period]
[Description] [Contains] [This is an automated message]
...
Actions [Delete the Ticket]
Be VERY careful when selecting the text to match in [Description] [Contains]. If you provide too broad a text you may also delete legitimate incoming emails.
Auto-Submitted: auto-generated( ref: https://tools.ietf.org/html/rfc3834 , quote: Automatic responses SHOULD NOT be issued in response to any message which contains an Auto-Submitted header field (see below), where that field has any value other than "no". ) and
X-Auto-Response-Suppress: DR, RN, OOF, AutoReply( ref: https://msdn.microsoft.com/en-us/library/ee219609(v=exchg.80).aspx )
You can get rid of some of those autoresponses by creating a Dispatch'r rule to delete them. Example:
Conditions [Match ANY of the below]
[Description] [Contains] [I will be out of the office in the period]
[Description] [Contains] [This is an automated message]
...
Actions [Delete the Ticket]
Be VERY careful when selecting the text to match in [Description] [Contains]. If you provide too broad a text you may also delete legitimate incoming emails.
Hello,
we have checked the Admin > Email Notification settings, and subjects of all mentioned notifications include the string [#{{ticket.id}}]. Could there be another source of this issue? Do you need any additional information?
Thank you
Dear Marek, I am a fellow user - not someone from Freshdesk.
As long as your customers reply to your notifications from the same account that they used when sending the first email ( the one that created the ticket ) and include that text in the subject, no new tickets should be created for the same case.
BTW, [#{{ticket.id}}] is literal. #{{ticket.id}} is not understood by Freshdesk and neither are (#{{ticket.id}}) , [ #{{ticket.id}} ] , [Ticket #{{ticket.id}}] , [{{ticket.id}}] or any other version
As long as your customers reply to your notifications from the same account that they used when sending the first email ( the one that created the ticket ) and include that text in the subject, no new tickets should be created for the same case.
BTW, [#{{ticket.id}}] is literal. #{{ticket.id}} is not understood by Freshdesk and neither are (#{{ticket.id}}) , [ #{{ticket.id}} ] , [Ticket #{{ticket.id}}] , [{{ticket.id}}] or any other version
Hello all,
First, Thank you Thanos Massias for being a champion of our forums! Great work helping other Freshdesk customers solve their problems. We really appreciate this community participation.
Marek regarding Out of Office notifications not being threaded correctly, I believe the dispatch'r rules should help you to avoid those Out of Office messages becoming new tickets.
What is the exact problem you are running into with this rule? If you need immediate assistance, please email support@freshdesk.com for one of our support agents to help you right away.
Thanks,
Sudha
Also, we have implemented Email threading for tickets and responses to email notifications. There's a knowledge base article we have describing how threading works here.
The original forum post was about a feature to auto-merge tickets within a short time interval when created by the same customer. That feature is on the backlog, but we don't have a concrete date for implementation yet.
Thanks,
Sudha
Finally some good news on this topic! this will reduce our tickets down by up to 10-20% per month! Please put it in!
"The original forum post was about a feature to auto-merge tickets within a short time interval when created by the same customer. That feature is on the backlog, but we don't have a concrete date for implementation yet."
We have been a loyal FreshDesk user for several years and we've recommended FreshDesk to dozens of small businesses. And when we were using FreshDesk to support primarily our B2B customers we didn't have a need to automatically merge tickets from the same email address; however, since we recently added a B2C division it is crystal clear that we need an auto-merge tickets from same email address function. As someone suggested earlier in this thread, that some customers are under the (mis)conception that submitting multiple tickets for the same issue will resolve their issue faster. Unfortunately, FreshDesk doesn't have this feature and we get too many tickets to perform a manual merge function every time we respond to a ticket. Sadly, it might be time for us to put FreshDesk out to pasture; because what was Fresh in 2011 is not so fresh anymore. Simply put, we (along with many others) need threaded conversations (ticket) and while we'd prefer to stick with FreshDesk if this option isn't available soon (I mean very soon) ... our only option will be to jump ship.
It's really quite unfortunate that this isn't being looked into more so.
I have had multiple users fall back to using Shared Mailboxes because they find the threaded conversation doesn't flow due to new tickets being generated that causes the agent to merge those tickets.
I'm going to start looking at alternatives as this continues to be a growing pain point for us.
I personally think this is a really poor example of setting product development priorities. A 5-yr old feature request with a 4 page feature request topic should already have been implemented a long time ago. Maybe someone can elaborate why implementing this feature would not be a no-brainer, there are more than enough paying customers that need it.
When I brought up the lack of Auto-merge as an issue (again) last week, I simply got an email from FreshDesk telling me that they would "bump" it up to management for consideration. And then today I got an invite from FreshDesk inviting me to participate in a "How to increase Agent Productivity" webinar ... Are you friggin' kidding - FreshDesk? You know what would increase agent productivity ... add the Auto-Merge Tickets function we've requested for the past 5+ years.
Soon it will be too little, too late ... as we've begun a search for a new support platform .. and when we find a helpdesk with auto-merge, we'll encourage the 40+ colleagues who we encouraged to use FreshDesk to migrate too.
Don't get me wrong there are many things we love about FreshDesk, but the absolute biggest time suck for our staff is the lack of auto-merge or threading.
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