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
Hi All,
Loving the continued support for this feature! its time now for action! we need to tweet at freshdesk to get noticed here! below is the tweet I am putting out there now that links to this thread. Please if you want this feature re-tweet it or post a similar tweet! I'm
I agree we definitely have a use case for this! we get many tickets from the same requester about the same thing. or tickets with the same exact subject that come automatically. It would be so simple to add an option in any one of the rules(observer,supervisor) that says merge. What is so hard about that?!?! why would management need to get involved it just a button. probably will take a developer 5 minutes!
We are trialling Freshdesk right now. Our use case is the same as most others here - impatient customers open multiple tickets about the same thing. A number of other helpdesk packages allow one to merge cases like this as standard. So without it, Freshdesk is going to have to be extra good in a number of other areas to persuade us to go ahead without this. Right now, I would say that is probably not the case.
Hasta la vista ... we've had our staff post here in this topic for far too long without any consideration of building out this "requirement". We've finally had enough, we have far too many retail customers who are too impatient to wait until it is their turn in the queue; which, in turn, makes it nearly impossible for our small support team to keep up with tickets. But after running side-by-side with another support platform, we found a new platform that actually listens to its user base and adds features like auto-merge and other timesaving macros that actually make our staff excited to handle retail support tickets (and even the PITA users who send in multiple tickets at once). When the support platform works with the support staff to streamline their workflow ... it's a thing of beauty.
And there will be a few features from Freshdesk that we will miss (until the new platform adds them) ... but the auto-merge feature and in-line access to the customer's ticket history is a huge time saver for us ... and allowed our team of 4 support staff to resolve 400+ tickets in less than 8 hours (because auto-merge reduced the workload from 441 tickets down to 187 tickets) ... yeah, that's a lot of dupes we didn't have to touch like we have had to on Freshdesk.
Good luck to the rest of you struggling with multiple tickets from impatient users; unfortunately, our leaving Freshdesk after 8+ years likely isn't going to sway their management team to invest in this feature request (requirement).
+12Hello everyone,
Sorry that we had left this topic in the dark for a very long time.We had an idea to solve this use case by developing a custom app using our Backend Events framework . We wanted to keep the ball rolling until we hit a specific milestone where we would at least be able to show a working demo of the app.
As I'm writing this,I'm thrilled to let you all know that our in-house developer had just shown me a glimpse of the app. Though the app has some caveats , it's really exciting to see that it can solve majority of the actual requirement. We're in the final stages of development and an announcement is on its way. Watch out this space for more updates.
Until then,Happy Freshdesk-ing!
Cheers!
What does "developing a custom app" have to do with a core functionality as merging tickets?
We don't see that this topic is left in the dark, but that listening to customers taking the effort to respond is no core value of Freshdesk. We in the meanwhile (read: issue of 5 years old) gave up hope that being constructive helps.
Still, hope you can keep all of us updated on the progress! Can you provide an ETA?
+12Hi,
Happy to let you know that we have the prototype for the app ready . We're looking for some pilot users before the marketplace listing. Please drop us a note here in case if you're interested to be a part of the pilot program.
Cheers!
+12Thanks,Jon. I've dropped you an email regarding this.
Cheers!
Solution offered by the above person was not full featured and would still screw my reports. Not opting in.
Will wait patiently for a better solution (still)
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