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
Don't expect this to happen soon, everyone here is already waiting for it for over five years.
There seems to be a prototype, but that was six months ago and will eventually be an app in the marketplace - so not even a core feature and probably will cost extra.
Seems that feature requests are not taken seriously, as it takes ages before we get updates, a roadmap or any possible ETA.
where is this supposed custom app? we are having to create messy hacks to achieve something that really shouldn't be this painful to achieve.
+12Hello,
Good news - The custom app has been reworked and it will be publicly available for everyone to access from the marketplace.The app development is complete and it is currently under QA review. Here's the description of the app:
Will keep this thread updated as and when there are significant changes in the app state.
Cheers!
looks like the problem of the "closed" ticket being counted in stats still remains. This is a false stat and shouldn't be counted as it is the same ticket. I still have 200-300 "duplicate tickets" in my stats per month like this.- Painful for reporting and something your comment looks like it won't solve. (don't get be wrong this will save some operator time but is not the full package unfortunately we are still missing 40%).
Please add the ability to exclude certain requester email addresses from auto merge.
For example, our PBX forwards voicemails to freshdesk as an email attachment. These inbound voicemails all have the same requester email address (voicemail@somedomain.com). This creates an issue with auto merge when several voicemails come in around the same time. A filter to exclude that email address would solve the issue.
Thanks for creating this App!
+12Thanks for the suggestion, Chris. Are there any other improvements that you'd like to see w.r.t to the app functionality? We can work on a v2 version if there are quite a few improvements that need to be made.
Cheers!
its great to see this is developed. however max time at 60mins is wayyyyyyy to low. I need by "days" please ideally I would set mine to 7-10 days!
please advise when this can be added to the config
thanks
The following would be very useful
1. Blacklist - requester email addresses to always exclude from merge
2. Whitelist - requester email addresses to always include in merge regardless of timer setting (10, 30, 60 minutes)
Use Case - Incoming SMS messages have the email address of phonenumber@somedomain.com. So if a clients mobile phone number is 1-555-222-7777 then the inbound sms will be 15552227777@somedomain.com. And since these are SMS messages, we would like them to always be merged into a singled continuous thread (preferably only when status is not closed). Once status is set to closed then that SMS thread is archived and never merged with again.
3. Variable timer (mentioned by DmcKenna) above. Would be nice to enter number of minutes from 1 to 43800 minutes (1 month) intead of fixed intervals of 10, 30, 60 minutes.
Cheers!
Can we get options for merging tickets over a longer time span than the current 60 minutes? Like 1 or even 2-3 days. A custom field would be best.
+12Thanks for the suggestions so far! I'll have a word with the developer on the enhancements but we'd love to address as much as scenarios possible. Keep'em coming folks!
Cheers!
Have these additions been included as yet? Would love to see an increased timeframe, as well as eg the ability to merge based on other ticket fields (such as order number).
Hi support
We're considering Freshdesk over Zendesk, but we'd need this merge app improving on if we were to go with it.
Instead of this working via a particular customer dupe request, we'd need it to look in the header, title, and content, for key word variables to merge automatically.
An example would be our use of Nagios alerting, and direct email requests that come from the affected client with regards to their services being down.
A typical working example would be If an entire estate of servers and services went down for any particular client, this would raise a ticket in helpdesk.
So :
service ping.client
service cpuload.client
email clientname servicedesk - our service appears to be down
Would get all filtered into the same ticket for X amount of minutes. Then if it ran over X, it would create a new ticket.
We've recently had to stop using this as:
- Exclusion email addresses function doesn't work consistently
- Ideally there would also be the ability to exclude the merge activity by groups
Suzannah same, this is exactly what we need to be able to do.
It's not got enough setting options to customize.
+3We have the same issue with the auto merge app. We need to exclude a couple of addresses from the merging process and without this feature we can't utilize the app at all.
I often receive duplicate tickets and an auto-merge feature would save me a lot of time. Please consider this as a new feature! It would really help!
Yes, i think this is a useful idea. Every time we send an email to another entity outside, we receive an automatic reply from their ticketing system. The subject of the reply contains our original subject + other parsable text and their own ticket number
Hello,
Good day!
Does the issue persist with respect to exclusion emails? If yes, please drop in an email to support@freshdesk.com and our support heroes would have this investigated for you.
We'll pass on your feedback and keep you posted if we have any progress on the same.
Cheers!
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